Customer Service Representative


POSITION SUMMARY:


The Customer Service Representative is responsible for providing customer service to agents, insureds, and others. Knowledge of company billing, claims, and underwriting procedures is required. Other duties performed as necessary.

PRINCIPAL ACCOUNTABILITIES:


•Communicates over the telephone in a courteous and pleasant manner, projecting confidence with a positive tone.
•Maintains self-control in difficult situations.
•Provide switchboard coverage as needed.
•Follows through on problems to a proper conclusion in a timely manner.
•Resolves problems that require judgment based on company guidelines and philosophies.
•Initiates changes and corrections based on customer requests.
•Researches and analyzes billing, claims, and underwriting issues.
•Identifies trends and reports items to appropriate management.
•Applies knowledge of company processes to explain requirements to callers.
•Assists other departments as necessary.
•Knowledge of several different software programs.
•This job description is not all inclusive and may include additional duties if needed.



JOB REQUIREMENTS

EDUCATION:

High School Diploma, Related Degree Preferred, P&C Insurance Courses Desirable.

EXPERIENCE:

At least two years experience in situations requiring customer service and automated insurance systems. Prior general insurance knowledge of billing, claims, and underwriting helpful.

SKILLS:

Ability to communicate over the telephone using the English language in a clear, courteous manner with a positive tone.
Familiar with window-based PC applications.
Capable of analyzing information presented and making decisions based on company guidelines.
Ability to use computer keyboard.