Job Description

Responsibilities of Customer Service Representative:

• Strives to answer all calls within three rings in a friendly and courteous manner.
• Provide assistance and information to callers and connect the caller with the desired party if unable to help.
• Accepts and processes clients’ payments.
• Assists receptionist in reviewing, scanning, and routing all incoming mail and agency documents.
• Processes returned mail and resends. Updates management system with correct information once obtained.
• Required to make outbound calls to clients regarding: payment, certificate of insurance, or claims follow-up, etc.
• Required to run “End of Day” and assist agents with e-memos.
• Assists clients with setting up CPP billing and cleaning up accounts in AMS.
• Processes requests for verification of insurance.
• Processes documents using word processing software, agency database and spreadsheet, contact management systems, and other programs.
• Maintains account files, including scanning, copying, file retention timelines, and purging of files.
• Provides clerical backup/support for receptionist and other administrative staff as needed.
• Transmits and receives faxes. Delivers or emails incoming faxes to appropriate personnel within one hour of receipt.
• Performs other functions as assigned by management.

Qualifications:

• Must be organized, with demonstrated skills for effective verbal and written communication. Should have a strong understanding of agency systems. Must be highly knowledgeable about the mechanics and applications of word processing programs.
• Strong communication skills
• Tech-savvy, proficient with computers and Microsoft Office
• Positive, friendly demeanor
• Must be bilingual in English and Spanish.
• Must be willing to study and take the Property & Casualty insurance license exam after 90 days of employment.

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