Customer Service Representative

Overview:
As a Customer Service Representative in our insurance company, you'll be a crucial part of our team, providing exceptional support to our clients. You will act as the first point of contact for our customers, addressing their inquiries, resolving issues, and ensuring their satisfaction. Your role will involve communication via various channels, including phone, email, and live chat. You'll play a pivotal role in maintaining positive relationships with our clients and upholding our company's reputation for outstanding customer service.

Responsibilities:

• Customer Support: Provide timely and accurate responses to customer inquiries regarding insurance policies, claims, coverage, premiums, and other related matters.
• Issue Resolution: Investigate and resolve customer complaints, concerns, and issues efficiently and professionally, ensuring a satisfactory resolution for all parties involved.
• Policy Guidance: Assist customers in understanding their insurance policies, explaining coverage details, benefits, terms, and conditions in a clear and comprehensible manner.
• Claims Assistance: Guide customers through the claims process, including initiating claims, gathering necessary information, and providing updates on claim status.
• Policy Modifications: Handle requests for policy changes, updates, and modifications accurately, ensuring compliance with company policies and procedures.
• Documentation: Maintain accurate and detailed records of customer interactions, transactions, inquiries, and resolutions using our customer relationship management (CRM) system.
• Cross-selling and Upselling: Identify opportunities to promote additional insurance products or services to customers based on their needs and preferences.
• Compliance: Adhere to regulatory guidelines, insurance industry standards, and company policies to ensure compliance and mitigate risks.
• Continuous Improvement: Proactively identify areas for process improvement and contribute to the development and implementation of customer service best practices.
• Team Collaboration: Collaborate effectively with other departments, such as claims processing, underwriting, and sales, to address customer needs and enhance the overall customer experience.

Requirements:

• Previous experience in customer service, preferably in the insurance industry.
• Strong communication skills, both verbal and written, with a customer-focused approach.
• Excellent problem-solving abilities and attention to detail.
• Proficiency in using CRM software and other relevant tools.
• Sound knowledge of insurance products, terminology, and regulations.
• Ability to multitask, prioritize, and work effectively in a fast-paced environment.
• Empathy, patience, and professionalism when dealing with customers.
• A proactive and collaborative attitude towards teamwork and continuous improvement.
• High school diploma or equivalent; additional education or certifications in insurance or customer service are a plus.
• Licensed in P/C Insurance - required within 45 days of hire date. Company provides materials and access to training.

Benefits:

• Competitive compensation package commensurate with experience.
• Paid time off (vacation, sick leave, holidays).
• Ongoing training and professional development opportunities.
• Life insurance coverage for qualifying employees.
• A supportive and inclusive work environment with opportunities for career growth and advancement.

Job Type: Full-time

Pay: $30,750.00 - $45,000.00 per year

Benefits:

• Paid time off

Experience level:

• No experience needed

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Education:

• High school or equivalent (Preferred)

Experience:

• Customer Service: 1 year (Preferred)

License/Certification:

• Property & Casualty License (Preferred)

Ability to Relocate:

• Ann Arbor, MI 48103: Relocate before starting work (Required)

Work Location: In person