Job Title: Customer Service Representative I
Job ID: 07838
Division: Sales
Work Location(s): Arizona-Phoenix
Full/Part Time: Full-Time
Position Objective
The Customer Service Representative I provides customer service through various direct/indirect customer contact channels. Representatives quickly resolve service problems in an unscripted customer care center environment with a focus on one call resolution. Assesses customer needs and advises on policy coverage and options. Participates in on-the-job development programs to apply new knowledge and skills in a live environment.
Primary Accountabilities
- Inbound /Outbound Service (85%)
- Responds to customer interactions regarding billing, policy coverage, and policy changes. Serves customers according to the customer experience model. Interactions may occur through various customer contact channels such as phone, email, chat, and/or social media platforms.
- Empowered to take risks and make exception decisions when necessary. Reviews the situation to ensure decision is appropriate for both the customer and the company.
- Communicates with agents to jointly service customers and provide confirmation of transactions.
- Utilizes knowledge of insurance to assess and advise coverage needs. Understands and complies with company standards and procedures in servicing customers.
- Assists customers with processing payments through various electronic methods, complying with regulatory guidelines and proper handling of sensitive and confidential customer financial information. Provides support for online billing and other self-service options to customers (e.g., registering and unregistering accounts, assisting with payment options and account maintenance).
- Provides billing support, policy status information and coverage verifications to customers and business partners.
- Assists callers with language barriers and those who are hearing impaired; may require locating an agent to meet their needs.
- Collaborates cross-divisionally to achieve a seamless customer experience. Supports other call centers during high call volumes.
- Processes complex account activities that cannot be systematically handled, researches to determine appropriate policy and billing activities. Makes exception decisions and offers solutions specific to individual customer needs.
- Development (15%)
- Continually maintains and improves knowledge of insurance industry, products, underwriting requirements, sales, customer service, and supporting technology.
- Supports the learning and development of other team members through mentoring and knowledge / experience sharing.
Job Competencies
- Achieve Results
- Be Accountable
- Maximize Customer Experience
- Adaptability
- Communication
- Concern for Quality
- Interpersonal Awareness
Education/Licenses/Designations
- Required to pass the state licensing exam for property and casualty producer licenses within 60 days of hire. Property and casualty producer licenses for all operating and/or service states must be obtained within 90 days of hire. Must complete required continuing education credits to maintain state property and casualty producer licenses. Must maintain property and casualty producer licenses for all operating states and/or service states.
Specialized Knowledge and Skills Requirements
- Basic knowledge and understanding of mathematics (arithmetic, averaging, percentages, etc.)
- Demonstrated experience in a customer service environment. (This includes face-to-face service or contact center: retail, insurance, hospitality, etc.)
- Demonstrated experience with PC software applications (Microsoft Office Suites, Internet Explorer).
- Keyboarding/typing ability at 25 wpm.
Travel Requirements
- This position requires travel up to 5% of the time
Working Conditions
- This position requires the ability to work a flexible schedule including evenings, nights, weekends, and holidays.
Position Details
• Offer to selected candidate will be made contingent on the results of background checks.
• We offer a comprehensive benefits package that includes health, life and dental insurance, a 401(K) plan, paid holidays, vacation and sick leave and the opportunity for career development.
• A typing test will be required.
• A recorded interview may be required as part of the screening process.
LI:SF1
Please review the job requirements.
Job ID: 07838
Division: Sales
Work Location(s): Arizona-Phoenix
Full/Part Time: Full-Time
Position Objective
The Customer Service Representative I provides customer service through various direct/indirect customer contact channels. Representatives quickly resolve service problems in an unscripted customer care center environment with a focus on one call resolution. Assesses customer needs and advises on policy coverage and options. Participates in on-the-job development programs to apply new knowledge and skills in a live environment.
Primary Accountabilities
- Inbound /Outbound Service (85%)
- Responds to customer interactions regarding billing, policy coverage, and policy changes. Serves customers according to the customer experience model. Interactions may occur through various customer contact channels such as phone, email, chat, and/or social media platforms.
- Empowered to take risks and make exception decisions when necessary. Reviews the situation to ensure decision is appropriate for both the customer and the company.
- Communicates with agents to jointly service customers and provide confirmation of transactions.
- Utilizes knowledge of insurance to assess and advise coverage needs. Understands and complies with company standards and procedures in servicing customers.
- Assists customers with processing payments through various electronic methods, complying with regulatory guidelines and proper handling of sensitive and confidential customer financial information. Provides support for online billing and other self-service options to customers (e.g., registering and unregistering accounts, assisting with payment options and account maintenance).
- Provides billing support, policy status information and coverage verifications to customers and business partners.
- Assists callers with language barriers and those who are hearing impaired; may require locating an agent to meet their needs.
- Collaborates cross-divisionally to achieve a seamless customer experience. Supports other call centers during high call volumes.
- Processes complex account activities that cannot be systematically handled, researches to determine appropriate policy and billing activities. Makes exception decisions and offers solutions specific to individual customer needs.
- Development (15%)
- Continually maintains and improves knowledge of insurance industry, products, underwriting requirements, sales, customer service, and supporting technology.
- Supports the learning and development of other team members through mentoring and knowledge / experience sharing.
Job Competencies
- Achieve Results
- Be Accountable
- Maximize Customer Experience
- Adaptability
- Communication
- Concern for Quality
- Interpersonal Awareness
Education/Licenses/Designations
- Required to pass the state licensing exam for property and casualty producer licenses within 60 days of hire. Property and casualty producer licenses for all operating and/or service states must be obtained within 90 days of hire. Must complete required continuing education credits to maintain state property and casualty producer licenses. Must maintain property and casualty producer licenses for all operating states and/or service states.
Specialized Knowledge and Skills Requirements
- Basic knowledge and understanding of mathematics (arithmetic, averaging, percentages, etc.)
- Demonstrated experience in a customer service environment. (This includes face-to-face service or contact center: retail, insurance, hospitality, etc.)
- Demonstrated experience with PC software applications (Microsoft Office Suites, Internet Explorer).
- Keyboarding/typing ability at 25 wpm.
Travel Requirements
- This position requires travel up to 5% of the time
Working Conditions
- This position requires the ability to work a flexible schedule including evenings, nights, weekends, and holidays.
Position Details
• Offer to selected candidate will be made contingent on the results of background checks.
• We offer a comprehensive benefits package that includes health, life and dental insurance, a 401(K) plan, paid holidays, vacation and sick leave and the opportunity for career development.
• A typing test will be required.
• A recorded interview may be required as part of the screening process.
LI:SF1
Please review the job requirements.