Customer Service Representative

Company: Tower Hill Insurance Group
Location: Gainesville
Posted on: March 20, 2023

Job Description:

Job Description:

Job Description Description: SUMMARY Provide customer service support to Insureds, Agents, and related Businesses via telephone, live chat, e-mail, or mail correspondence. Rely on instructions and pre-established guidelines to perform the functions of the job. Perform processing work as assigned when not providing customer service via phone or chat. Increased level of authority, responsibility, expectations, decision-making, and training of new employees corresponds to increased level of position (II and III). ESSENTIAL DUTIES AND RESPONSIBILITIES: - Handle inbound/outbound phone and chat inquiries regarding policy changes, renewals, re-writes, billing information, cancellations, initial claim reporting, claims status, underwriting procedures, policy quoting, and the policy declarations page. - Document summary of each contact via our system applications. - Provide accurate information in a business-like and friendly manner with the goal of ensuring customer satisfaction. - Strive for first-call resolution including providing options and alternatives to best assist the customer. - Maintain knowledge of department reference documents. - Work extended hours to meet demands during catastrophes as needed. - Prepare faxes, e-mails, receipts, and other correspondence as requested. - Conform to proper business etiquette and company guidelines with a positive attitude. - Additional duties as assigned. Tower Hill Service Representative IAbility to pass training exam and live call monitoring review.Ability to service the main contact center queues (Policy Inquiry, Claims, Commercial, Chat, and TH Specialty).Able to discuss basic information on the policy Declarations Page.Achieve a monthly production score of 85% or above for the following categories: Call Performance, Policy audits, Aux Reporting and Attendance for six consecutive months. Tower Hill Service Representative IISuccessfully meet all TH Service Representative I requirements. Requires 2-3 years as TH Service Representative I and/or 2-3 years call center experience. Ability to service the following contact center queues (Policy Inquiry, Claims, Chat, Agency Service, Commercial and TH Specialty).Achieve a monthly production score of 88% or above for the following categories: Call Performance, Policy audits, Aux Reporting and Attendance for six consecutive months.Able to discuss and provide detailed explanation of our policy Declarations Page.Required to assist supervisors with special projects, audits, and daily tasks. Tower Hill Service Representative IIISuccessfully meet all TH Service Representative II requirements. Requires 1-2 years as TH Service Representative II and/or 3-4 years call center experience. Ability to service the following contact center queues (Policy Inquiry, Claims, Agency Service, Commercial, TH Specialty, High value, live CHAT, and Liberty Mutual).Achieve a monthly performance rating of 90% or above for the following categories: Call Performance, Policy Audits, Aux Reporting and Attendance for six consecutive months.Able to explain policy rating factors. Able to assist with training new hires to ensure accuracy and completeness. Have and/or obtain a 4-40 Florida Customer Service License SUPERVISORY RESPONSIBILITIES: This job has no supervisory responsibilities. Requirements: QUALIFICATIONS, SKILLS AND COMPETENCIES: To perform this job successfully, an individual must be able to perform each essential duty and meet all performance standards. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION AND/OR EXPERIENCE: Must have a High School diploma or equivalent GED. Requires 1-2 years of service background dealing with customers and/or call center experience. Work history in insurance services or related service industry background is a plus. Having a 4-40 Florida Customer Service License is a plus. COMPUTER SKILLS: Must have basic knowledge of Microsoft Office (Word and Excel) and successfully complete keyboarding test speed of 45 words per minute with 95% accuracy Have basic knowledge of computer equipment. Maintain a high level of accuracy and attention to detail LANGUAGE SKILLS: Excellent verbal and written communication skills including the ability to read and interpret documents, requests from customers, memos, and department guidelines which may be in the form of FAQ's, written summaries, or spreadsheets. Ability to communicate effectively and efficiently with all customers and co-workers by telephone, e-mail, mail, live chat and in person. Bi-lingual is a plus. MATHEMATICAL SKILLS: Ability to add, subtract, multiply, and divide in all units of measure using whole numbers, common fractions, and decimals. REASONING AND COPING ABILITY: Ability to understand and apply instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several variables in standardized situations. Maintain composure and handle daily stress levels, complexity, volumes, and diversity of customers in a call center environment. CERTIFICATES AND LICENSES: Professional Insurance Designations are a plus. Employees who wish to work in the Service Center division are required to obtain the Florida 4-40 Customer Service Representative license. PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand, walk, balance, sit for long periods of time, use hands to finger, handle, feel, reach with hands and arms, talk, and hear. Specific vision abilities required by this job include close, distance, peripheral and color vision, depth perception, and ability to adjust focus and work for long periods using computer screens. WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with abilities to perform the essential functions. The noise level in the work environment is usually moderate. PM19 PI208395427

Keywords: Tower Hill Insurance Group, Gainesville , Customer Service Representative, Hospitality & Tourism , Gainesville, Florida