Customer Service Representative I

Goodville Mutual Casualty Company; New Holland (Lancaster County); On-site; USD 32,000 - 42,000; Full time

Job summary

Goodville Mutual Casualty Company is seeking a Customer Service Representative to handle member, agent, and claimant inquiries. You will identify issues, resolve within delegated authority, and escalate when needed. The role includes data entry and supporting office operations.

The position requires a High School diploma, basic insurance terminology knowledge, and strong customer service skills. Office environment duties include greeting visitors, basic mailings, and routine admin tasks.

Qualifications

• High School diploma or equivalent.
• Ability to learn property and casualty insurance terminology and basic operating principles.
• Ability to provide effective customer service.
• Ability to utilize communication software (telephonic and text based), and other office equipment.
• Ability to work in an office environment with moderate noise level, remain in a stationary position and operate a computer a majority of the time.
• Ability to move throughout the office to access work materials and to move work materials weighing up to ten pounds daily.
• Ability to perform the essential functions of the job with or without reasonable accommodation.

Responsibilities

• Receive customer service issues via telephone, email, fax, or any other communication method.
• Identify customer service issues to determine whether the issue can be resolved by the customer service group.
• Resolve customer service issues within a delegated area of authority related to underwriting, claims, accounting, and marketing.
• Direct customer service issues outside of the delegated area to the appropriate department for resolution.
• Maintain a record of all customer service inquiries.
• Identify and communicate customer service issue trends to facilitate root cause analysis.
• If working at the front desk, greet visitors and monitor their access into the building.
• If working in the office, assist as needed with folding and assembly of renewal mailings.
• Perform other duties as assigned.

Skills

Customer service

Communication skills

Office equipment

Attention to detail

Education

High School diploma or equivalent

Tools

Microsoft Office

Telephone systems

Job description

Description

This position is responsible for receiving member, agent, and claimant customer service inquires, identifying the nature of customer service issue, resolving customer service issues within the delegated area of authority, and facilitating the resolution of customer service issues outside of the delegated area of authority.

Functions:

• Receive customer service issues via telephone, email, fax, or any other communication method.
• Identify customer service issues to determine whether the issue can be resolved by the customer service group.
• Resolve customer service issues within a delegated area of authority related to underwriting, claims, accounting, and marketing.
• Direct customer service issues that are outside of the delegated area of authority to the appropriate department for resolution.
• Maintain a record of all customer service inquires.
• Identify and communicate customer service issue trends to facilitate root cause analysis.
• If working at the front desk, greet visitors and monitor their access into the building.
• If working in the office, assist as needed with folding and assembly of renewal mailings.
• Perform other duties as assigned.

Requirements

• High School or equivalent education required.
• Ability to learn property and casualty insurance terminology and basic operating principles required, experience with property and casualty insurance terminology and basic operating principles preferred.
• Ability to provide effective customer service required, experience providing customer service preferred.
• Ability to utilize communication software (telephonic and text based), and other office equipment required.
• Ability to work in an office environment with moderate noise level, remain in a stationary position and operate a computer a majority of the time required.
• Ability to move throughout the office to access work materials and to move work materials weighing up to ten pounds daily required.
• Ability to perform the essential functions of the job with or without reasonable accommodation required.