Customer Service Representative

Irving, Texas (US)
Salary based on experience + Benefits
Feb 09, 2017
Apr 10, 2017
Job Type
Full Time

Customer Service Representative


Someone who is a self-motivated team player who works well under pressure and is able to multi-task and prioritize. The CSR provides an exceptional customer service experience through all customer conversations and transactions. The CSR is responsible for handling inquiries from customers and agents regarding coverage billing, applications, endorsements, cancellations, payments, reinstatements. CSR’s may also coordinate the resolution of various account problems such as corrections and/or requested endorsements. Individuals that are active listeners to customer issues and questions, showing interest and compassion. Precise focus on first call resolution achieving customer satisfaction at all levels.

Essential Job Functions

Answers telephones and responds to basic customer questions and/or forwards call to appropriate personnel as needed

Understands and complies with the assigned level of authority- taking payments, mortgage verifications

Researches customer inquiries and responds to appropriate parties in a timely manner

Processes customer requests by sending faxes, returning telephone messages, sending mail documents, or using other                    

Processes calls in a manner that ensures excellent service levels are met or exceeded.

Records calls, processes requests (within authority level) and updates account history with results of inquiry to include proper documentation.

Interfaces with team members, management, and customers in reference to customer service issues

Knows when to refer callers to underwriters and does so in a timely manner

Reviews new business applications

Processes & researches returned mail

Performs other administrative duties as assigned

Skills and Abilities

Experience working with computer software and telephone technology

Insurance experience required, preferably with an insurance agency or direct carrier

Experience in homeowners insurance preferred

Excellent listening/communication skills (both oral and written)

Ability to work independently and effectively in a fast paced, high volume call center

Strong attention to detail and good decision making skills

Business and analytical problem solving skills

Good personal computer skills, including proficiency in keyboard skills

Regular, predictable attendance is an essential function of this job

Education and Qualifications

High school diploma or general education degree (GED); and 2+ years of P&C experience and/or training; or equivalent combination of education and experience.

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