Customer Service Representative

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The Customer Service Representative is a key point of contact for the company’s brokers and customers and is responsible for delivering a responsive, professional and personal service experience across telephone, email, chatbot and other communication channels.

The position combines customer service with accurate system and contact-data maintenance.

Working under the direction of the Customer Service Manager, the Customer Service Representative helps ensure that brokers and customers receive timely assistance, company records remain accurate, and technology enhances rather than replaces the human element of the customer experience.

Key Accountabilities/Deliverables:



* Provide a professional, responsive and personalized experience for all inbound broker and customer telephone, email and electronic inquiries.


* Monitor chatbot activity, respond to or escalate inquiries appropriately, and maintain the human element of digital customer interactions.


* Accurately enter, update and maintain broker, customer and account information within company systems.


* Maintain detailed and accurate broker, customer and industry contact lists used for eBlasts, communications and marketing initiatives.


* Coordinate with Underwriting, Claims, Loss Control, Marketing and other departments to ensure inquiries are directed, addressed and followed through to resolution.

Develop knowledge of company products, procedures, underwriting appetite and internal resources in order to effectively assist brokers and customers.


* Identify recurring customer questions, service issues and data concerns and communicate opportunities to improve the customer experience to the Customer Service Manager.


* Other duties as assigned

Technical Knowledge and Understanding:


* Strong understanding of professional customer service standards and telephone and email communication.


* Ability to learn commercial insurance terminology, products and processes, particularly commercial auto insurance.


* High level of accuracy in data entry, record maintenance and contact-list management.


* Ability to work effectively with CRM, policy administration, chatbot, email marketing and other customer-service systems.


* Proficiency with Microsoft Outlook, Excel and Word.


* Understanding of data quality and the importance of accurate broker and customer information across company systems.


* Ability to recognize when an inquiry can be handled independently and when it should be escalated to the appropriate department or manager.

Experience:


* 2+ years of customer service, insurance, account support, administrative or related professional experience preferred.


* Insurance or financial services experience preferred but not required.


* Demonstrated ability to communicate professionally and effectively with customers and business partners.


* Strong interpersonal skills and a genuine commitment to providing a high-qua...