Customer Service Representative

Essential Duties & Functions

Receiving and maintaining a consistent high call volume
Front line support for billing, claims, and underwriting
Assisting in providing information to insureds, lienholders and agents
Assessing the complexity of each call for possible elevation or re-routing
Accessing and researching information from various databases
Accurately following standard screens, procedures, and scripts to perform tasks
Learning company products and services as well as general insurance terminology.

Qualifications
High School diploma
1-2 years of work experience in a call center environment and/or a customer facing/servicing role
Excellent verbal and written communication skills
Demonstrated ability to learn and retain information about company products; as well master various company systems needed to perform work
Ability to recognize the need for, and adhere to, defined procedures
Ability to maintain composure and professional demeanor on the phone at all times
Ability to help defuse frustrated callers
Ability to make quick and accurate decisions regarding if a call is within the scope of one’s knowledge and experience and/or may need to be handled by consulting more experienced staff.
Property insurance knowledge/experience preferred