Customer Service Representative

### **FOCUS** **Remote, United States of America** ------------------------------------ **Company Overview** FOCUS provides cloud\-based, core administration solutions (FOCUS Tech) and services (FOCUS Insurance Services) for P\&C insurance companies and MGAs. Using decades of industry experience, FOCUS is taking the risk out of insurtech for small, mid\-size, and growth\-focused insurance organizations. When you join FOCUS, you immediately become one of our most valued components – and we’re committed to investing in you. That means you can look beyond the paycheck and excellent benefits to an environment that will help you grow and achieve your professional goals through development and advancement opportunities and the support of our outstanding leaders and teammates. **Job Summary:** Deliver quality customer service by answering inbound calls or chats from clients and/or agents for all personal lines insurance policies including (but not limited to) answering policy questions, endorsement changes, cancellation requests, policy payments/billing questions, providing requested documentation **Duties/Responsibilities:** * Diagnose customer requests at a foundational level, provide solutions and use a structured thought process to achieve results while balancing customers’ needs with company/carrier guidelines. * Manage call metrics which include (but not limited to) call quality, average handle time, availability, hold times, as set by department standards. * Prioritizes and manages workflow to ensure efficient, timely, and accurate process of transactions while adhering to the standard operating procedures. * Develops successful customer relationships via the telephone and/or chat and ensures the highest level of customer service. * Takes ownership of each call, handling until resolution is reached; includes follow\-up as necessary to ensure the actions promised to caller are completed. * Utilizes knowledge of automated systems to review and issue non\-premium bearing endorsements as well as answer questions, document conversations and document files. * Requests additional documentation necessary for the processing of endorsements and cancellations. * Communicates effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests. * Reviews, organizes and forwards information to other areas for handling or consideration. * Assists agents with policy related questions and assists agents with system related questions. **Education and/or Experience:** * Two (2\) years Agency experience in Personal Lines including homeowners and other lines; or equivalent combination of education and experience. * Knowledge of Property/Casualty Insurance operations and policy elements preferred. **Work Environment:**The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommo