Job Description

The Customer Service Agent performs the essential functions of the position, which include supporting the service needs and retention of customers.  Specific service responsibilities are assigned.  Marketing activity is required in this position.  Meets sales, service, retention and quality standards adopted by the agency.

Responsibilities

SERVICE

1. Answers incoming calls, within three rings, positively and warmly.
2. Answers customer inquiries, as needed, or directs the inquiry to the person best able to answer.
3. Assists customer with service need or directs to the person best able to handle service need.
4. At each service contact, reviews customer’s current coverages and recommends changes in coverage and in markets to ensure high quality coverage.
5. Assists customers making coverage changes and completes all service requests for customers, suspends to Policy Services for follow up.
6. Informs customers of policy changes, exclusions of coverage and insurance coverage needs.
7. Explains coverages and exclusions and documents explanations on automated file for future reference.
8. Uses every service contact as opportunity to review and market appropriate coverage.
9. Generates documents and produces correspondence to satisfy customer service requests or to provide automated information, as needed by customers.
10. Determines reasons for requests for cancellations; acts to save accounts according to agency standards.
11. Takes initial claim reports; counsels customers on coverages available and procedural steps in settling the claim.
12. Extends full courtesy and assistance to third parties reporting claims or providing claim information.
13. Reports claims on the same business day to appropriate carrier(s) via fax or electronic communication.
14. Request changes to correct errors and follows up.
15. Processes incoming mail requests as directed and responds promptly and appropriately.

GENERAL

1. Maintains orderly electronic files and information, following agency policies and procedures.
2. Maintains all client activity in the agency automation system according to agency’s policies and procedures.
3. Implements agency credit and collection policy in regard to agency-billed personal lines clients.
4. Uses an automated workflow system to process work and follow up on outstanding items.  Reviews Workflow tasks on daily basis according to agency procedure.
5. Performs other miscellaneous duties as assigned by agency management.

PERSONAL AND ORGANIZATIONAL DEVELOPMENT

1. Sets priorities and manages workflow to ensure efficient, timely and accurate processing of renewals and other responsibilities.
2. Keeps informed of agency policies and procedures, industry information, new product information, coverages and technology to continuously improve knowledge and stay current.
3. Participates in seminars and classes for skill and knowledge development.
4. Maintains a cordial and effective relationship with customers, co-workers, carriers, vendors and other business contacts.
5. Interacts with others effectively by utilizing good communication skills; cooperates positively and provides information and guidance, as needed to contribute to the business efforts of the agency.
6. Maintains and updates technical manuals and understands its use to perform technical tasks and expedite customer service.
7. Performs other miscellaneous duties as assigned by agency management.

Requirements

1. High School education or equivalent insurance experience.
2. Friendly, outgoing personality, effective communication skills, organizational skills and ability to respond to requests effectively and efficiently.
3. Ability to communicate orally and in writing with others to explain complex issues, receive and interpret complex information and respond appropriately.
4. Ability to understand written and oral communication and interpret abstract information.
5. Property and Casualty License
6. Working knowledge of insurance products and usages.
7. Working knowledge of insurance markets and reference to markets.
8. Working knowledge of insurance rating and underwriting procedures.
9. Ability to retain existing business and to round out accounts.
10. Ability to carry out complex tasks with concrete and abstract variables.
11. Ability to add, subtract, multiply and divide whole numbers, and to accurately perform simple calculations involving decimals and fractions.
12. Ability to utilize computer programs and understand functionality.  Computer keyboarding skills.
13. Ability to perform 70% sedentary work, exerting up to 10 pounds of force occasionally and exert negligible force frequently or constantly to move objects, including the body. May be asked to exert up to 20 pounds of force periodically, as needed.
14. Field of vision must be adequate to observe up and down or right to left while eyes are fixed on a given point.
15. Ability to process written and other materials visually. 
16. Physical efforts required include fingering, repetitive small motor activity, grasping, verbally communicating detailed and important information to others quickly and accurately, stooping, reaching, standing, lifting light objects less than ten pounds frequently, and climbing occasionally.
17. Requires ability to receive detailed information through oral communication, perceiving the nature of sounds with no less than a 40 dB loss at 500 Hz, and 2000 Hz without correction.