Experience:

Job Summary:

The Customer Service Representative (CSR) is responsible for providing exceptional customer service to clients by handling inquiries, processing insurance policy changes, assisting with claims, and ensuring a positive customer experience. The CSR serves as the primary point of contact for policyholders (Businesses) and plays a critical role in retaining and growing the agency’s client base.

Key Responsibilities:

Client Interaction:

• Respond to customer inquiries via phone, email, in a timely and professional manner.
• Address customer questions and concerns regarding insurance policies, coverage options, billing, and claims.
• Educate clients about policy features, benefits, and options to help them make informed decisions.

Policy Management:

• Assist clients with policy changes, renewals, cancellations, and endorsements.
• Process new insurance applications and ensure all required documentation is complete and accurate.
• Maintain detailed and accurate records of client interactions and transactions in the agency management system.

Claims Assistance:

• Guide clients through the claims process, ensuring they understand the steps involved and what information is needed.
• Liaise with insurance carriers to follow up on claims status and resolve any issues.
• Provide support to clients in filing claims and understanding their claim status.

Administrative Duties:

• Perform general office tasks, such as filing, data entry, and maintaining organized records.
• Schedule appointments for policy reviews, consultations, and other client needs.
• Assist with marketing and promotional activities as needed.

Customer Retention:

• Proactively reach out to clients for policy reviews, renewals, and to discuss additional coverage options.
• Identify opportunities to cross-sell or upsell additional insurance products that meet clients’ needs.
• Participate in retention efforts to ensure client satisfaction and loyalty.

Qualifications:

• Previous experience in customer service, preferably within the insurance industry.
• Familiarity with insurance products and services is a plus.
• Active OH Property & Casualty Insurance license REQUIRED

Skills:

• Excellent communication skills, both verbal and written.
• Strong problem-solving and critical-thinking abilities.
• High level of organizational skills and attention to detail.
• Proficiency in using computer systems and software, including MS Office and insurance agency management systems.
• Ability to work effectively both independently and as part of a team.

Job Type: Full-time

Benefits:

• 401(k)
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday
• No weekends

Work setting:

• In-person
• Office

Ability to Commute:

• Rocky River, OH (Preferred)

Ability to Relocate:

• Rocky River, OH: Relocate before starting work (Required)

Work Location: In person