Customer Service Trainer delivers training programs for customer service representatives, team leaders, and supervisors. Provides updates and details on new products, features, and service offerings. Being a Customer Service Trainer leads skill development training and role-playing exercises to develop selling, service delivery, issue resolution, and interpersonal communication skills. Instructs staff on service level standards, system tools, and policies and procedures. Additionally, Customer Service Trainer provides input to assess training effectiveness and define future needs. May require a bachelor's degree. Typically reports to a supervisor or manager. The Customer Service Trainer occasionally directed in several aspects of the work. Gaining exposure to some of the complex tasks within the job function. To be a Customer Service Trainer typically requires 2 -4 years of related experience. (Copyright 2024 Salary.com)
To lead the Field Force for success by providing comprehensive customer service in preparing information for independent contractor insurance agents to quote, sell, and service clients. To provide excellent customer service in a prompt and professional manner. To provide operator service during normal business hours by answering and taking ownership of all incoming calls to the Area Service Office (ASO) in a quick and courteous manner. To proactively research and resolve policy issues by assisting agents and customers by phone, in person, and through daily document listings and activities reports. To oversee daily office operations and administration. To be a multi-line subject matter expert for field staff. To create and manage employee schedules, order office supplies, oversee and adhere to budget, and delegate daily tasks. To offer training for all lines of business and products to ASO staff, agent staff, and agents.
Agency Customer Service Representative/Trainer Responsibilities
Assist customers and potential customers with questions regarding billing, insurance coverages, and member benefits.
Face-to-face interaction with ASO Field Customer Service Representatives, Agent Staff, Agents, Managing Partners, and insureds.
Receive, process, and verify insurance and membership transactions.
Take ownership of complaints and inquiries and proactively follow through to resolution.
Accept and apply payments from customers, make bank deposits and handle all monies according to money handling procedures.
Agency Customer Service Representative/Trainer Qualifications
Required
High school diploma or equivalent required. Associate’s degree preferred with focus on business administration, FBCISR, AINS, CIC, management, insurance or finance, or equivalent experience may be considered.
Experienced computer usage and proven skills in Microsoft Outlook, Word, Excel and PowerPoint required.
Demonstrated ability to learn new technologies required.
Active P/C license required or must be successfully obtained within 90 days of employment.
Keyboarding skills with accuracy required.
Willingness to pursue continuing job-related training and education required.
Preferred:
Minimum one year of experience in insurance processing preferred.
One-year professional office experience and customer service preferred.
Note: Farm Bureau offers a full benefit package including medical, dental, vision, and 401K.
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