Customer Service Representative - Personal Lines - Lakeland, FL

Lakeland, Florida (US)
discretionary based on experience
Oct 06, 2017
Nov 02, 2017
Job Type
Full Time

Heacock Classic, A program within NSM Insurance Group, is looking to grow their team of Customer Service Representatives in Lakeland, FL! This role would function in a high volume call center environment and would provide excellent customer service to our existing clients.

Role and Responsibilities

  • Answer incoming service calls and emails in a high volume call center
  • Quote rates, terms, features, benefits, and services of antique, collectible auto, and race car policies for existing clients
  • Use analytical skills to understand complex policy/coverage details, paperwork and underwriting guidelines
  • Contact client via phone to verify information and email policy paperwork in an efficient and timely manner
  • Review and verify the required information, documents, photos and payment are complete prior to processing policy changes
  • Maintain company underwriting and quality standards
  • Develop relationship with existing customers to expand existing business
  • Track telephone contacts and service progress through the use of internal company systems and software; Make appropriate follow up contacts as required
  • Participate in conference calls and staff meetings to provide information about activities, challenges, and accomplishments
  • Attains performance level standards as outlined in performance objectives

Qualifications and Education Requirements

  • Current Property & Casualty License (220 or 20-44), or ability to obtain within 2 weeks of date of hire; Must maintain active license(s) during employment
  • Possess exceptional and effective verbal/written communication skills
  • Excellent customer service skills
  • Proficiency using internet and Microsoft Office applications including Word and Excel
  • Must have the ability to learn and use insurance industry software for quoting and CRM
  • Professional demeanor
  • Ability to effectively prioritize and execute tasks in a fast-paced environment
  • Outstanding time management skills and ability to multi-task
  • Ability to work both independently and in a team-oriented, collaborative environment
  • Ability to use multi-line telephone equipment and understand soft phone capabilities for proper call queue management
  • High School Diploma or equivalent

Preferred Skills

  • Experience with call center or customer service environment (1-3 years)
  • Associate or Bachelor degree

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