Customer Services Representative

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• Employment Eligibility (e-Verify): English & Spanish
• Right to work: English / Spanish

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

This is an entry-level customer service role that provides comprehensive training and development opportunities. As a trainee position, the employee will receive frequent training, development, and testing to equip them for success as a Level I – Agent & Client Services Representative.

The following are the usual, basic and essential functions of the position.  These functions are not to be construed as an exhaustive list of all responsibilities, duties and skills required.

In this role, the Agent & Client Services Representative will serve as the primary point of contact for the agency force and clients, providing exceptional customer service via inbound telephone calls.

Duties and Responsibilities:

• Handle high call volume
• Answer questions about products, services, claims and processing procedures
• Review and process basic Underwriting endorsement requests in accordance with established guidelines
• Take payments on new and existing accounts
• Note details of all calls and/or transactions on the policy or claim file
• Resolve customer grievances
• Respond to all inbound consumer and agent calls and written correspondence in a timely and professional manner
• Manage and utilize time effectively to ensure the department meets the required service levels for improved customer satisfaction results
• Adhere to policies and procedures of the employee handbook
• Adhere to Department values, mission, and policies
• Perform other duties as assigned

Required Knowledge, Skills & Ability:

• Adjust easily to new and/or changing circumstances
• Show rigorous and meticulous attention to detail
• Reliable and consistent adherence to attendance policies
• Excellent communication and interpersonal skills
• Adaptability in a high-stress environment
• Ability to accomplish daily goals and meet performance targets
• Ability to manage multiple tasks simultaneously
• Computer literacy
• Previous customer service experience preferred
• Must be able to pass a background check to acquire the Florida Customer Service Representative (4-40), Personal Lines Insurance Agent License (20-44) or Florida General Lines Insurance Agent License (2-20)

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position.  Duties, responsibilities and activities may change at any time and the employee is expected to perform such other duties as may be assigned.

The Agent & Client Services Representative position is eligible for a $6,000 Retention Bonus.

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Benefit Highlights

• Industry leading medical, dental and vision insurance plan
• 401(k) Retirement Plan with a company match of 100%  on up to 5% of compensation (match is fully-vested immediately)
• Generous PTO policy
• Eligible for performance based bonuses