What are the responsibilities and job description for the Customer Care Representative position at Yost Insurance Agency?
QUALIFICATIONS:
- High school diploma (minimum); Business and/or clerical experience strongly preferred
- Health and Life state license preferred
- Friendly, courteous, and public service-minded individual
- Strong knowledge of computer applications
- Excellent keyboarding skills
- Ability to learn quickly using online modules and tutorials
- Thorough knowledge of basic office procedures and the operation of common office equipment
- Ability to function as a team member and support members of the Yost Insurance staff
- Ability to work cooperatively with others and take instruction well
- Ability to establish priorities
- Ability to work independently when completing tasks and projects
- Ability to accept supervision and constructive criticism
- Takes initiative and is self-motivated
- Use of good judgment and tact
- Ability to be flexible
- Maintains confidentiality at all times
- Meets strict deadlines
- Efficiency with Microsoft Products
- Possess exceptional organizational skills
- Professional in appearance and communication
REPORTS TO: Business Manager
DUTIES/RESPONSIBILITIES
- Must possess or be willing to acquire an Ohio Life and Health Insurance License.
- Fields client calls and addresses policy-related questions and other support needs
- Fields calls from agent and agency partners
- Triages incoming phone calls and is discerning in passing calls off rather than attempting to solve the problem
- Uses incoming phone calls as an opportunity to connect clients/agents with the ability to self-serve in future instances where appropriate
- Proactively calls clients regarding insurance changes and to log wellness checks
- Schedules meetings for the Medicare production team
- Assists an any requisite office function upon request of the Office Manager or the Leadership Team
- Reviews, understands, and complies with all policies and procedures within the employee handbook at all times
- Maintains detailed client interaction records in Agency Bloc
- Assists in the tracking and follow-through of prospects
- Creates and completes tasks independently
- Develops a deep understanding of the products and services offered to insureds and agents and answers questions regarding products with accuracy and honesty
Other duties as assigned by the senior leadership team.
WORKING HOURS
- Standard Office Hours
- Monday: 8:30 AM – 4:30 PM
- Tuesday: 8:30 AM – 4:30 PM
- Wednesday: 8:30 AM – 4:30 PM
- Thursday: 8:30 AM – 4:30 PM
- Friday: 8:30 AM – 4:30 PM (shorter hours during the summer months typically ending at 2:30 PM)
- Flexibility in agreement with the Leadership Team based on evening and weekend hours
