Customer Support

• This is an amazing opportunity to join Penn National Insurance's world-class Customer Care team as a Customer Service Representative!
• This is a hybrid position reporting to our Harrisburg, PA home office.
• The Customer Service Representative works within a fast-paced inbound call center and provides customer service via telephone, written, or internet correspondence to agent and policyholders.
• This position handles a large volume of customer inquiries and requests related to insurance operations.
• Makes suggestions, volunteers assistance, offers resources, or removes obstacles to help the group achieve its goals.
• Leverages others’ skills and gains their support by asking for their ideas, opinions, and participation when solving problems, making decisions, and carrying out plans.
• Handles inquiries and requests while utilizing scripting, manuals and task outlines to assist in providing uniform responses to inquiries and proper processing of requests.
• Follows “sunset rule” for all inquiries and requests and provides resolution, or a status if item is not resolved, to customers within a 24-hours period.
• Promotes a “one-stop-shopping” concept and assumes ownership of inquiries and requests, which includes subsequent tracking of items from inception to resolution utilizing an automated tracking system.
• As part of the call tracking process, gathers pertinent information and refers issues to other areas within the Customer Contact Center for evaluation.
• Coordinates tracking of customer inquiries and requests that may involve three or more levels within the Customer Contact Center.
• Provides a prompt, polite and professional customer experience to all customers with regard to inquiries and requests received via telephone, fax, e-mail or internet.
• Works directly with internal and external customers and presents a high-level of professionalism at all times.
• Accomplishes personal growth objectives intended to increase technical and professional skills, and to prepare for additional responsibilities.
• Learns and applies general knowledge of company guidelines and processes.
• Performs various projects requested or assigned by the Group Leader, Customer Contact Center.
• Interacts with members of the team within the Customer Contact Center, policyholders, claimants, members of Penn National Insurance’s agency population, and corporate operating areas.

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