Objective

The Customer Service Representative provides an excellent customer experience for potential and existing customers and identifies opportunities to cross-sell.  Assists the agency owner with attaining agency sales and service goals.

Customer Service

  • Provides personalized, professional customer service experiences through building trust and developing strong customer relationships
  • Responds to customer inquiries regarding coverages, billing, claims or products by following established agency processes and procedures
  • Drives customer satisfaction by following the American Star best practices: Personal Insurance Review, rate revision notification and claims process
  • Processes changes to existing accounts and policies
  • Serves as a liaison on behalf of the customer between the agency and various business partners
  • Assists customers with claims by directing them to the appropriate Claims Department contacts and resources. Follows up to ensure customer needs are addressed.

Customer Loyalty

  • Manages and monitors multiple customer touch points for a continued long term relationship over the life cycle of the customer
  • Partners with the Marketing & Operations to solidify the strategy that educates and sets customer expectations
  • Monitors the customers’ needs to ensure that the agency exceeds their expectations
  • Assists agency owner in achieving agency customer loyalty and satisfaction goals

Agency Operations

  • Schedules appointments with existing or prospective customers for agency employees
  • Performs daily administrative functions to assist the agency owner, office manager or sales unit manager
  • Assists with set up and execution of agency events
  • Assist with cash handling and banking activities

Insurance Sales

  • Participates in reviews of existing coverages and may advise customers regarding policy options
  • Estimates and quotes policy premiums complying with underwriting guidelines
  • Identifies cross-selling opportunities during customer interactions and takes appropriate action
  • Contacts appropriate business partners for guidance when needed

Education/Licenses/Designations

  • Required by state statutes to have proper insurance licensing to sell, solicit or negotiate insurance products.
  • Valid driver’s license required

 Role Requirements

  • Demonstrated customer service experience
  • Effective communication skills
  • Experienced with PC software applications (Microsoft Office Suites, Internet Explorer)
  • Solid knowledge and understanding of basic mathematical skills

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