Job Description

Hybrid Customer Service Representative

This is a hybrid position requiring 1 day per week in office in Coppell, TX.

Job Profile Summary

The Customer Service Representative plays a pivotal role in servicing our established customer base by efficiently managing incoming service requests and creating cross-selling opportunities. Additionally, they provide support to new home sales agents during periods of high volume or when additional coverage is needed. This position entails proficiently managing various communication channels, including phone calls, emails, and website inquiries, to ensure prompt and effective resolution of customer inquiries and concerns.

Primary Job Responsibilities

• Maintain a concern for timeliness and completeness when interacting with clients or insurance company partners to create a positive experience.
• Open, cancel and update customer policy information based on requests received.
• Document all activity in on-line client file to ensure quality and responsiveness.
• Assist Sales Agents with soliciting and selling of homeowner's, dwelling, fire, earthquake, flood, condo, renters, windstorm and umbrella policies to new mortgage loan borrowers, builder clients, existing portfolio accounts and referral customers; via direct mail, telephone, and telemarketing efforts.
• Identify opportunities for increased business by effectively presenting sales information, analyzing and communicating results, building and maintaining internal and external relationships and providing information and tools that support the achievement of new business.
• Personally, provides prompt, efficient, high-quality service to all customers.
• Resolve product or service problems by clarifying the customer's complaint and offering recommendations.
• Provides suggestions about other products and services based on client needs.
• Other duties as assigned.

Scope

• Decision Impact: Individual
• Department Responsibility: None
• Budgetary Responsibility: No
• Direct Reports: No
• Indirect Reports: No
• Physical Requirements: Not applicable

Required Education/Experience

• Minimum High School diploma or equivalent
• Minimum 1 2 years in a client contact center or previous customer experience preferred

Required Licensing, Registration and/or Certifications

• Property and Casualty Insurance license preferred

Required Skills/Knowledge

• Ability to effectively multitask and prioritize workloads, ensuring timely completion of tasks while meeting deadlines
• Demonstrated proficiency in interpersonal communication and collaboration within a team environment, facilitating knowledge sharing and efficient workflow management
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Experience using an Agency Management System preferred
• Exceptional verbal and written communication skills
• Problem Solving Skills
• Sales skills preferred but not required
• Ability to learn insurance products and grow in product knowledge
• Ability to apply knowledge and experience to explain products and/or policy to members in clear and relatable terms

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