Customer Service Representative

CUSTOMER SERVICE REPRESENTATIVE

POSITION SUMMARY

The Customer Service Representative provides support to all customers regarding policy information, payment processing and claims.  This position reports directly to the Customer Service Supervisor and works with others within the company, as well as outside vendors, for the successful completion of projects.  This is a full time position.  Days and hours of work are Monday through Friday (8:00 a.m. to 4:00 p.m.).   

PRIMARY RESPONSIBILITIES

• Handles all incoming calls and walk-in customers.
• Verifies general policy information to interested parties.
• Confidentially answers questions regarding policy status, renewals and cancellations.
• Accept policy change requests from walk-in customers and forward to Underwriting.
• Maintain strict confidentiality on all files and records.
• Maintain positive interpersonal skills and abilities. 
• Engage in cognitive and analytic abilities. 
• While performing the duties of this job, the employee is regularly required to talk and hear.  The employee is required to reach with hands; and key frequently on a computer for long periods of time (4 or more hours per day).
• Perform all other duties as assigned.

SKILLS

• Good organizational skills.
• Proficient with Word and Excel.
• Excellent customer service skills.
• Excellent verbal and written communication skills to communicate technical information to vendors, employees, individuals, agents, and policy holders.
• Must have the ability to multi task and work under pressure and deadlines.
• Must exercise good decision making and judgment. 
• This is a largely sedentary role requiring the use of standard office equipment such as a calculator, computer, laptop, cell phone, phone(s), photocopier, filing cabinet and fax machine.  Most work is completed in a corporate office environment.  Employees must be able to sit for long periods of time, and type. 
• Ability to work flexible hours and limited overtime as needed.

EXPERIENCE

• 1 year of customer service experience required.
• Previous insurance experience preferred.
• Bilingual and able to read, write and speak Spanish proficiently preferred.

EDUCATION

• High school graduate or GED equivalent required.