Insurance Customer Service Representative

Job Summary:

The Insurance Customer Service Rep is the insurance agencies’ front-line contact with the public and must represent the agency in a professional and friendly manner at all times. They will act as a receptionist, accept payments, and provide customer service and support to the Licensed Producers.

*****DUAL ROLE CUSTOMER SERVICE WITH INSURANCE SALES/PRODUCER OPTIONS*****

Essential Job Duties and Responsibilities: (Additional duties as assigned)

• Answer incoming calls promptly and professionally.
• Communicate with callers in a professional, friendly and efficient manner, striving to minimize the time they are put on hold. 
• Take thorough messages, indicating caller’s first and last name, company name if applicable, the time, and the message the caller wishes to leave. 
• Communicate messages to the appropriate parties in a timely manner. 
• Receive cash, checks, and credit card payments from customers and accurately record the amount received and process with the respective carrier. 
• Make change, accept a check or credit card payment and issue receipts to customers. 
• Refer customers who have additional questions to respective team member. 
• Handle customer complaints with poise and integrity. Refer the customers to the appropriate manager for further communication. 
• Prepare outgoing mail for postal service delivery. 
• Pick up mail daily and time stamp and distribute accordingly. 
• Perform clerical duties such as typing, filing, etc., as needed. 
• It is your responsibility to support and endorse agency policies and procedures as set forth by our group. 
• Follow up calls for recent car sales to gain the opportunity to provide a quotation for insurance needs. This would include gathering this information for which a fact finder is provided. 

Required Experience and Education:

• High School Diploma or General Educational Diploma (GED)

Required Skills and Attributes:

• Strong interpersonal and communications skills
• Ability to prioritize and organize work in a multitasked environment.
• Must have the ability to act and perform exemplary work independently.
• Attention to detail.
• Ability to work productively in a fast paced, stressful environment.
• Must speak clearly on the telephone and convey an image of professionalism and competence to callers.

Equipment, Machines and Software Used:

• Computer software: Microsoft Office to include Word, Outlook, and Excel.

Physical and Mental Requirements:

• Ability to sit, stand, walk, talk, hear, use hands, grasp, handle or feel, push, pull, reach, crouch, bend, kneel, climb, and perform repetitive motions of the hands and/or wrists.

Physical Exertion:

• Exerts up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently to lift, carry, push, pull, or otherwise move objects.
• Light exertion can involve sitting, walking and/or standing most of the time.

Environmental Conditions:

• Work is performed in an office setting.  
• Occasional weekend and evening hours may be required.

Hazards and Safety Precautions:

• Hazards: Slips, trips and falls, ergonomic injuries, and occasional lifting.
• Safety Precautions: Breaks are encouraged to allow for stretching and training is provided covering slips, trips, and falls, safe lifting and stretching techniques.

Disclaimer:

• All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
• This job description in no way states or implies that these are the only duties to be performed by the employee(s) occupying this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor.
• The dealership reserves the right to add to or revise an employee's job duties at any time at its sole discretion.
• This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.