Customer Service Representative

**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. Pay: $18\.00 \- $20\.00 per hour Application Question(s): * Have you worked in P\&C? * We can only hire candidates who reside in the following states: Alabama, Arizona, Florida, Georgia, Illinois, Indiana, Kansas, Massachusetts, Michigan, Missouri, Mississippi, North Carolina, New Hampshire, New Jersey, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, Wisconsin. Work Location: Remote