The Customer Service Representative is responsible for providing front line, direct contact with clients and customers. This is principally done through receiving or placing telephone calls, however, mail, express delivery, fax and other electronic methods (e-mail) are also possible means of communication. Generally, uses computerized system for tracking, information gathering, making payments, supplying documentation and/or trouble shooting the items raised by the client/customer. Recognizes consistent problem areas and reports to higher level for action. Seeks to retain account and/or suggest and encourage use of other services and products. Depending on area may promote and sell products and/or services and enter or confirm sales. Responds in a timely manner. Obtains basic understanding of underwriting requirements to assist the client/customer with questions, payments, and basic quotes. Most of these activities follow standard procedures and policies with more senior levels using greater latitude and judgment in responding to customers.

This is a weekend shift role.

Primary Job Accountabilities/Responsibilities

• Applies and develops basic skills to procedures for the position.
• Problem solving skills
• Assess customer needs
• Deal with customers
• Completes payment, claim reporting and inquiries from calls
• Manipulates / Navigates computer system
• Navigates / Researches in online company manuals
• Works under immediate supervision and from detailed verbal and/or written instructions

Basic Qualifications

• High school diploma or GED
• 1-year general office setting or customer service experience

Preferred Qualifications/Experience

• Previous experience in the insurance industry a plus
• Basic understanding of FEMA Flood Program a plus
• College degree a plus
• Ability to handle multiple priorities in a fast-paced high-volume team-based environment
• Experience with computer and phone equipment
• Organization, time management, and customer service skills a must
• Ability to demonstrate a positive attitude through a friendly and outgoing phone voice
• Must have excellent listening skills and verbal communication skills
• Capable interpersonal skills with a collaborative team approach
• Well versed in data entry and 10-key
• Able to type 40 words per minute
• Familiar with MS Outlook, Word and Excel