Job Details

Customer Service Specialist

The Customer Service Specialist is responsible for delivering exceptional service to policyholders and supporting the agency's retention and growth goals. This role involves handling customer inquiries, processing payments, conducting proactive outreach, and assisting with remarketing efforts. The ideal candidate will be detail-oriented, customer-focused, and comfortable managing both inbound and outbound communications.

Key Responsibilities:

• Respond to customer policy inquiries via phone, email, and other communication channels.
• Collect and process payments accurately and in compliance with agency standards.
• Perform proactive outreach to policyholders for renewals, retention, and remarketing opportunities.
• Handle inbound and outbound calls with policyholders and insurance carriers to resolve issues and provide updates.
• Quote and sell insurance policies across multiple lines, ensuring compliance with state regulations and agency guidelines.
• Assist with remarketing efforts to retain customers and improve satisfaction.
• Complete administrative duties, including data entry, document management, and updating customer records in agency systems.
• Collaborate with team members to meet service level agreements and retention goals.

Qualifications:

• High school diploma or equivalent.
• Insurance license (Property & Casualty) or willingness to obtain within a specified timeframe.
• Prior experience in customer service, preferably in an insurance or financial services environment.
• Strong communication skills (verbal and written) and ability to handle high-volume calls.
• Proficiency in agency management systems (e.g., AMS360, Salesforce) and Microsoft Office Suite.
• Ability to multitask, prioritize, and work in a fast-paced environment.

Key Competencies:

• Customer-focused mindset with strong problem-solving skills.
• Sales aptitude and ability to identify cross-selling opportunities.
• Attention to detail and accuracy in handling transactions.
• Team-oriented with a proactive approach to achieving goals.