Customer Service Representative

Customer Service Representative

Job Summary:

The Customer Service Representative is responsible for providing exceptional phone-based support to insured customers, agents, and internal company personnel. This role involves processing policy-level transactions (such as cancellations and policy changes) within the assigned authority and ensuring a first-class customer service experience. The representative will also participate in team projects as needed.

Key Responsibilities:

• Process customer requests accurately and efficiently in accordance with company policies.
• Identify situations that require escalation or transfer to another department.
• Provide knowledgeable responses to customer inquiries regarding products, policies, and procedures.
• Actively listen to customer concerns, demonstrating empathy and professionalism.
• Read, analyze, and interpret policies, procedures, and other relevant documents.
• Stay updated on marketing campaigns to address related inquiries effectively.
• Identify and report discrepancies in procedures and policy details to management.
• Solve practical problems and adapt to various situations.
• Follow written, oral, or diagram-based instructions as required.
• Perform additional duties as assigned.

Qualifications & Skills:

• High school diploma or equivalent; some college coursework in business or insurance is preferred.
• 1 years of related customer service experience, preferably in an insurance agency.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Strong attention to detail and problem-solving skills.
• Excellent communication, organizational, and teamwork skills.
• Ability to adapt to a changing business environment with minimal supervision.
• Flexibility to work various shifts supporting multiple time zones.

Licensing & Certifications:

• Preferred: 4-40, 2-20, or Property & Casualty (P&C) insurance license.