12/06/2021
We are looking for a customer-oriented service representative. A customer service representative, or CSR, will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The best CSRs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk. Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and these CSRs can gather that for you. Problem-solving comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.
Responsibilities
- Day-to-day maintenance of personal & commercial lines accounts, including customer service requests, in-bound/out-bound calls, and in-person customer interactions
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Troubleshooting billing issues and assisting with premium payments
- Respond to client inquiries, incoming e-mail, mail, and company requests in accordance with agency procedures
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Maintain client files and ensure proper documentation, by processing all policies, endorsement changes, invoices, certificates of insurance, documentation, activities, etc., according to agency procedures
- Follow communication procedures, guidelines and policies
- Take the extra mile to engage customers
