Customer Service Representative

The General Agency Inc; Charleston (SC); On-site; USD 36,000 - 60,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Bonus based on performance

Health insurance

Paid time off

Parental leave

Training & development

Competitive Pay

Professional Development

Job Stability in a growing industry

Job summary

The General Agency, Inc is seeking a Customer Service Representative to maintain solid client relationships by handling inquiries and concerns with speed and professionalism through daily interaction with customers, insurance carriers, and colleagues. You will update policies, provide quotes, take payments, answer questions, process renewals, and collaborate with producers to serve clients.

A strong customer focus, knowledge of insurance products, and excellent communication are essential;

Qualifications

• Unlicensed? motivation to study and obtain an insurance license per SC requirements.
• Strong knowledge of insurance products, rating procedures, underwriting, coverages, and industry operations.
• Strong customer focus with excellent phone manner and communication skills, plus math and reading skills.
• Sense of urgency, attention to detail, organization, multi-tasking, and follow-up abilities.

Responsibilities

• Provide service to existing clients: updates, quotes, taking payments, documentation.
• Answer calls and correspondence about policies and process claims.
• Assist new clients or producers: assess needs, gather data, present options, bind coverage.
• Set appointments or calls; review policies, liabilities, renewals, and coverages.
• Explain products, quote new business, process renewals and/or cancellations, take payments.
• Resolve issues by clarifying concerns, identifying causes, and following up.
• Review audits/policies for accuracy and coordinate with carriers.
• Maintain records of interactions in the agency management system.
• Collaborate with team, mentor staff, and participate in meetings.

Skills

Insurance knowledge

Customer service

Phone & communication

Problem solving

Time management

Tools

Agency management system

Rating tools

Carrier websites

Job description

The Customer Service Representative at The General Agency, Inc. is responsible for maintaining solid customer relationships by handling customer inquiries and concerns with speed and professionalism through daily interaction with customers, insurance carriers, and fellow employees while conducting specific service and marketing activities.

Benefits:

401(k)

401(k) matching

Bonus based on performance

Competitive salary

Health insurance

Paid time off

Parental leave

Training & development

Benefits/Perks

Competitive Pay

Professional Development

Job Stability in a growing industry

Responsibilities

Provide service to existing clients related to updating policies, providing quotes, taking payments, answering questions, providing documentation.

Answer customer calls and correspondence regarding new or existing insurance policies and service all claims which include regular and after-hour claims.

Work with new clients or support a producer in an effort to understand their needs, gather necessary data, research policy options, present options, finalize and bind new coverage, cancel old policies, and negotiate with carriers when necessary.

Set appointments and/or client calls or support a producer to review existing policies, review liability limits and exposures, explore other coverage needs, evaluate replacement costs, round out accounts, and bind renewals.

Confer with customers to provide detailed information about products and services, quote new business, process renewals and/or cancel accounts, take payments, and provide requested documentation.

Resolve product or service issues by clarifying the customer's concern, determining the cause of the issue, selecting and explaining the best solution to solve the issue, expediting correction or adjustment, and following up to ensure resolution.

Review audits or policies; verify accuracy and facilitate corrections, as needed, between client and carrier.

Maintain records of customer interactions and transactions, recording details of inquiries, comments, and actions taken in the agency management system.

Collaborate with team members, mentor staff, provide expertise and answer questions, and participate in formal and informal meetings as needed.

Qualifications

If unlicensed, demonstrate motivation to study and obtain an insurance license required by South Carolina.

Demonstrate strong knowledge of insurance products and usages, rating procedures, underwriting procedures, coverages, and industry operations to effectively manage, maintain, and write assigned clients and prospects.

Demonstrate strong customer focus and an excellent phone manner; display strong written and verbal communication skills as well as excellent math and reading skills to perform calculations.

Possess a sense of urgency, attention to detail, organization, multi-tasking, and follow-up skills, and the ability to handle difficult situations with customers and solve complex problems without direct supervision.

Have excellent time management skills with a personal accountability mindset as well as technology and computer proficiency, including agency management systems, rating tools, and carrier website navigation.