JOB PURPOSE
Customer Service Representatives are responsible for addressing a variety of customer concerns depending on their assigned account. These may include billing inquiries, collections assistance, product support, client inquiries, and other inbound interactions. They serve as the primary point of contact between the company and its customers, ensuring prompt and accurate responses to inquiries, resolving issues, and providing information about the company’s products and services.
Representatives handle customer questions, manage complaints, and offer detailed information to both existing and potential clients. They may also review customer policies and, when necessary, connect or transfer calls to sales agents for policy initiation or upgrades.
SPECIFIC DUTIES AND RESPONSIBILITIES
The Customer Service Representative is expected to perform the following duties and responsibilities:
- Handle inbound and outbound customer interactions, particularly during the high-volume 6-month policy renewal season.
- Process non-licensed service requests in coordination with Customer Experience Coordinators, ensuring that requests requiring licensed representatives are properly transferred or scheduled for a call-back.
- Manage and resolve complex, escalated, or sensitive customer concerns through verbal or written communication with the internal team.
- Follow provided scripts and approved FAQ responses to maintain consistency and compliance in communication.
- Develop a thorough understanding of the company’s insurance products and services.
- Answer customer inquiries and resolve complaints efficiently and professionally.
- Access and review customer accounts, policy schedules, and related records as needed.
- Provide customers with accurate and detailed information regarding available policies and products.
- Recommend suitable products and forward customers to sales agents when a policy needs to be initiated or upgraded.
- Document customer complaints and prepare detailed reports as required.
- Maintain and update the customer complaint database to ensure accurate record-keeping and trend tracking.
REQUIREMENTS
- Excellent verbal and written communication abilities.
- Effective problem-solving and critical thinking skills.
- Strong analytical capabilities to identify, investigate, and resolve customer concerns.
- Ability to multitask efficiently and work well under pressure.
- Previous experience leading or supporting customer-focused teams.