Customer Care Representative – Personal Lines
One80 Intermediaries
full-time
Posted on:
Location Type: Hybrid
Location: Albany • Connecticut, Massachusetts, New Hampshire, New Jersey, New York, Pennsylvania, Vermont • 🇺🇸 United States
Visit company websiteSalary
💰 $21 - $23 per hour
Job Level
Junior
About the role
- Answers all incoming telephone calls promptly and professionally.
- Identifies and responds to questions or problems presented by insured in a manner that meets or exceeds client service level standards.
- Processes and responds professionally to inquiries received via email, fax, or mail within established service levels.
- Accurately documents customer contact reasons and resolution in accordance with department protocol and completes applicable system and carrier website updates.
- Determines, analyzes, and solves problems related to policies and billing issues.
- Successfully applies problem solving and time management methodology; balances multiple tasks as business needs arise while maintaining production and quality standards.
- Uses de-escalation tactics when needed.
- Immediately reports escalated problems, service errors or anomalies to supervisor to effect prompt resolution.
- Takes initiative to contribute to development of long-term solutions to prevent recurring or similar errors or problems, with a “customer first” philosophy.
- Develops and maintains product, procedural and technical systems knowledge.
Requirements
- Associates degree and 1 year experience in customer service and/or sales, preferably in the insurance industry; or an equivalent combination of education and experience.
- Proficiency using computers and Microsoft Office tools required, including experience with administration platforms and call center specific phone systems.
- Strong attention to detail and demonstrated ability to meet established quality and productivity standards.
- NYS Property & Casualty or Personal Lines license is required.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer serviceproblem solvingtime managementbilling issuesdocumentationquality standardsproduction standards
Soft skills
attention to detailinitiativede-escalation tacticscommunicationanalytical skills
Certifications
NYS Property & Casualty licensePersonal Lines license