Customer Service Representative

Customer Service Representative

[Full-Time]

The Paladin Group is looking for an energetic, customer focused Service Representative to join our team!

Company Overview:

Insuring the future for you and your business is our specialty. At The Paladin Group, you can count on our team of trusted experts to help you make the best decisions that are right for you. We’re the local, independent insurance agency based right here in Cedar Falls, founded in 2016 by Corey Schatz. We’re committed to the highest quality of service, integrity, and professionalism, and offer an incredible range of insurance knowledge and innovative products to choose from.

Position Summary:

The Customer Service Reps in our Transportation department take incoming calls and emails from clients inquiring about making changes to their insurance policies, discuss coverages, and billing questions.

Essential Job Functions:

• Receive incoming calls and emails from clients inquiring about their policies or making changes to policies
• Communicate specifications on coverages to clients
• Answer any billing questions that clients may have
• Providing introductory information to new customers
• Ensuring that customers are satisfied with products or services
• Following up with clients
• Determining the quickest, most effective ways to answer a client’s or customer’s questions
• Escalating queries and concerns
• Working with a team of CSRs and other departments to find appropriate solutions
• Maintains customer records by updating account information.

Position Requirements: 

Required Skills and Experience:

• Strong attention to detail
• Positive attitude
• Organization
• Willing to help others when needed
• Commitment to excellent customer service
• Excellent written and verbal communication abilities
• Ability to prioritize & manage multiple responsibilities
• Ability to collaborate with team and demonstrate teamwork.

Desired Skills and Experience:

• Experience in insurance
• Strong phone and computer skills

Education Requirements:

• High School Diploma
• Property & Casualty Insurance License Preferred or able to obtain within the first 90 days of employment.

Language Requirements:

The primary language of The Paladin Group is English.  Excellent communication skills are defined as the ability to:

• Actively listen for total comprehension
• Ask questions that enhance the understanding of a certain topic
• Relay information and/or instruction in a descriptive and understandable fashion in both written and verbal forms

Mathematical Requirements:

This role involves mathematical thinking. Basic subtraction, multiplication, and division skills to the general degree are required. Ability to read coverage values and provide quote estimates.

Reasoning Ability Requirements:

Professional-level, reasoning abilities are necessary to process complex information, delegate duties, and prioritize deadlines. 

Physical Requirements:

Occasional lifting up to 20 lbs. may be necessary from time to time. Must be able to sit for long periods of time, view a computer monitor, and type (up to 8 hours a day).

Schedule Expectations:

The Paladin Group’s normal hours of operation are from Monday through Friday, from 8:00 am to 5:00 pm.