Customer Service Specialist
: Job Details :

Must Haves:

• 1 year experience in customer service
• Knowledge of Microsoft product suite
• Strong customer handling, conflict resolution, and problem solving skills; focus on quality of customer experience

Pluses:

Bilingual (Spanish)

Key Responsibilities:

• Services a high volume of incoming calls and emails from policyholders, agents, and internal customers
• Exercises initiative and judgment while researching and responding to customer inquiries
• Proactively provides solutions and options to customer needs
• Applies knowledge of the billing system and other applicable systems
• Processes electronic premium payments from customers
• Handles a variety of billing related transactions including billing revisions, reinstatements, payment plan, billing method, and due day changes
• Acquires, maintains and applies basic understanding of Personal Lines and Commercial Lines insurance
• Works within many supporting systems to fully service incoming requests
• Handles a variety of policy related transactions and other customer service related tasks
• Soft-sells various electronic options to customer
• Trains others as needed
• Creates and maintains strong relationships with agents, policyholders and other internal stakeholders
• Demonstrates strong interpersonal skills with a collaborative style
• Communicates effectively and professionally using proper grammar both orally and in writing
• Prioritizes multiple tasks to meet required deadlines and work independently
• Assists with testing initiatives