Customer Service Representative - Valerie Peckham & Associates, LLC -- American Family Insurance Agency : Job Details

Objective

The Customer Service Representative provides excellent customer experience for potential and existing customers. Identifies opportunities to cross sell and coordinates with sales specialists for follow-up. Assists the agency owner with attaining agency service goals.

Customer Service

Provides personalized, professional customer service experiences through building trust and developing strong customer relationships

Responds to customer inquiries regarding coverages, billing, claims or products by following established agency processes and procedures

Drives customer satisfaction by following the J.D. Powers best practices: Personal Insurance Review, rate revision notification and claims process

Processes changes to existing accounts and policies

Serves as a liaison on behalf of the customer between the agency and various business partners

Assists customers with claims by directing them to the appropriate Claims Department contacts and resources. Follows up to ensure customer needs are addressed.

Agency Operations

Schedules appointments with existing or prospective customers for agency employees

Performs daily administrative functions to assist the agency owner, office manager or sales unit manager

Assists with set up and execution of agency events

Assist with cash handling and banking activities

Insurance Sales

Participates in reviews of existing coverages and may advise customers regarding policy options

Estimates and quotes policy premiums complying with underwriting guidelines

Identifies cross-selling opportunities during customer interactions and takes appropriate action

Contacts appropriate business partners for guidance when needed

Education/Licenses/Designations

Property, casualty licenses (life and/or health to be determined by the agent). Licenses must be maintained to continue employment.

Valid drivers license required

Role Requirements

Demonstrated customer service experience

Effective communication skills

Experienced with PC software applications (Microsoft Office Suites, Internet Explorer)

Solid knowledge and understanding of basic mathematical skills

Working Conditions

General office setting

Schedule is Monday-Friday, 9-5, however, there may be occasional evenings and/or weekends