JOB DESCRIPTION

CUSTOMER SERVICE REPRESENTATIVE

Responsible for responding to prospects and clients with the goal of providing service and information to satisfy their requests.  Performs proactive tasks to ensure retention and referrals.  Identify potential gaps in coverage and make recommendations to ensure customers’ needs are met.  Execute service recovery strategies. Responsible for overall customer satisfaction.   

• Process applications for, changes to, reinstatement of, and cancellation of insurance policies.  
• Gather customer information including contact information and data necessary to quote 
• Explain insurance and financial products or service to existing and potential customers. 
• Provide quotes and pricing details. 
• Receive orders over the telephone. 
• Respond to customer inquiries. 
• Determine premiums and charges for services requested. 
• Complete applications and explain next steps. 
• Verify accuracy and update records, 
• Collect deposits or payments, and/or arrange for billing.  
• Confer with customers by telephone or in person to take orders or cancel accounts, or to obtain details of complaints.  
• Ensure that policy requirements are fulfilled, including any necessary medical examinations and the completion of appropriate forms.  
• Resolve customers' service or billing complaints by performing activities such as contacting company resources, refunding money, and adjusting bills. 
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.  

• Contact customers in order to notify them of claims status.  
• Contact existing clients by telephone to promote insurance and financial products and services and solicit for opportunities to quote. 
• Schedule appointments for producers to meet with prospective customers. 
• Contact customers to follow up on initial interaction 
• Schedule follow-up activities to recapture defector clients.  
• Contributes to team effort by accomplishing related results as needed.  
• Support producers by reviewing insurance applications to ensure that all questions have been answered 

Education and Experience :

• Complete State licensing requirements and meet company requirements to solicit, sell and service accounts 
• Knowledge of customer service principles and strategies 
• sales and marketing principles and strategies 
• Relevant work experience in customer service and office administration 
• Product knowledge 
• Proficiency in relevant computer applications 

Minimum Requirement: 

• Customer Services (1year) 
• Sale (1year) 

Key Competencies :

• Results Oriented  
• Communication skills 
• Ability to Influence 
• Adaptability 
• Initiative 
• Tenacity 
• Resilient; ability to handle rejection  
• Relationship Building 
• Motivation to help others 
• Time Management  
• Detail Oriented