Customer Service Representative

The General Agency, Inc.; Charleston (SC); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Bonus based on performance

Competitive salary

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. in Charleston, SC is seeking a Customer Service Representative to maintain strong client relationships by handling inquiries and servicing policies through daily interactions with clients, carriers, and colleagues.

You will support quotes, payments, documentation, and renewals while resolving issues promptly. You will work with existing clients and a producer to understand needs, gather data, present options, and bind coverage.

Qualifications

• Demonstrate strong customer focus and an excellent phone manner.
• Show strong written and verbal communication skills.
• Motivation to study and obtain an SC insurance license if not licensed.
• Excellent time management and ability to handle multiple tasks with accuracy.

Responsibilities

• Provide service to existing clients related to updating policies, quotes, payments, questions, and documentation.
• Answer calls and correspondence regarding new or existing policies and service all claims, including after-hours.
• Assist new clients or producers to understand needs, gather data, research options, present, and bind coverage; cancel renewals as needed.
• Set appointments or calls and support producers to review policies, liabilities, coverages, and renewals.
• Explain products and services, quote new business, process renewals or cancellations, take payments, provide documentation.
• Resolve issues by clarifying concerns, finding solutions, expediting corrections, and following up.
• Review audits or policies for accuracy and coordinate corrections between client and carrier.
• Maintain records of interactions in agency management system and share knowledge with team.
• Collaborate with teammates, mentor staff, and participate in meetings as needed.

Skills

Customer service

Phone etiquette

Written communication

Verbal communication

Math skills

Reading skills

Time management

Attention to detail

Multitasking

Problem solving

Education

Insurance license (SC) desired

Tools

Agency management system

Rating tools

Carrier website navigation

Job description

Benefits:

• 401(k)
• 401(k) matching
• Bonus based on performance
• Competitive salary
• Health insurance
• Paid time off
• Parental leave
• Training & development

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/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.