Job Description

Customer Service Representative

The Customer Service Representative at Whorton Insurance Services is responsible for maintaining solid customer relationships by handling customer inquiries and concerns with speed and professionalism through daily interaction with customers, insurance carriers, and fellow employees while conducting specific service and marketing activities.

Benefits

The following benefits are available:

• 401(k)
• 401(k) matching
• Company parties
• Competitive salary
• Health insurance
• Opportunity for advancement
• Paid time off
• Dental insurance
• Free food & snacks
• Vision insurance
• Wellness resources

Benefits/Perks

The following perks are available:

• Competitive pay
• Professional development
• Job stability in a growing industry
• Room for advancement
• Private office in a professional environment
• Hours are 8 to 5 Monday-Friday, with a 1-hour lunch break
• Paid time off for holidays and personal days
• Vacation/sick/PTO, 401k, 100% health insurance paid
• Some work from home is offered upon completing the initial time period of work

Responsibilities

The following responsibilities are part of the job:

• Provide service to existing clients related to updating policies, providing quotes, taking payments, answering questions, and providing documentation.
• Answer customer calls and correspondence regarding new or existing insurance policies and service all claims.
• Work with new clients or support a producer in an effort to understand their needs, gather necessary data, research policy options, present options, finalize and bind new coverage, cancel old policies, and negotiate with carriers when necessary.
• Set appointments and/or client calls or support a producer to review existing policies, review liability limits and exposures, explore other coverage needs, evaluate replacement costs, round out accounts, and bind renewals.
• Confer with customers to provide detailed information about products and services, quote new business, process renewals and/or cancel accounts, take payments, and provide requested documentation.
• Resolve product or service issues by clarifying the customer's concern, determining the cause of the issue, selecting and explaining the best solution to solve the issue, expediting correction or adjustment, and following up to ensure resolution.
• Review audits or policies; verify accuracy and facilitate corrections, as needed, between client and carrier.
• Maintain records of customer interactions and transactions, recording details of inquiries, comments, and actions taken in the agency management system (AMS360).
• Collaborate with team members, mentor staff, provide expertise and answer questions, and participate in formal and informal meetings as needed.

Qualifications

The following qualifications are required:

• Hold the insurance license required by your state and have a minimum of two years of commercial lines insurance account management experience as well as a Bachelor's Degree or comparable work experience.
• Demonstrate strong knowledge of insurance products and usages, rating procedures, underwriting procedures, coverages, and industry operations to effectively manage, maintain, and write assigned clients and prospects.
• Demonstrate strong customer focus and an excellent phone manner; display strong written and verbal communication skills as well as excellent math and reading skills to perform calculations.
• Possess a sense of urgency, attention to detail, organization, multi-tasking, and follow-up skills, and the ability to handle difficult situations with customers and solve complex problems without direct supervision.
• Have excellent time management skills with a personal accountability mindset as well as technology and computer proficiency, including agency management systems, rating tools, and carrier website navigation.

Compensation: $45,876.90 - $65,000.00 per year

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