Customer Service Representative
Company: Tower Hill Insurance Group
Location: Gainesville
Posted on: May 3, 2024
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Job Description:
Description:This role is onsite in Gainesville, FL.Tower Hill
Insurance Group has an exciting opportunity for a talented Customer
Service Representative who enjoys intellectual challenges and is
seeking a rewarding career with a company that is experiencing
growth. Not only is Tower Hill Insurance one of Florida's most
trusted names in homeowners insurance, but it offers great
opportunities for career advancement and personal growth, along
with very competitive benefits and rewards. We are growing at a
consistent pace and seek professional individuals with drive, team
mentality, who want to make an impact, and are committed to a
long-term career in the insurance industry. The Customer Service
Representative I is the entry professional level responsible for
providing excellent customer service support to Insureds, Agents,
and related businesses via telephone, chat, emails, or mail
correspondence. The role may also perform processing work as
assigned when not providing customer service via phone, email or
chat. Incumbents in this role must demonstrate the ability to
successfully complete training and live call monitoring
review.Requirements: SUMMARY:The Customer Service Representative II
is the intermediate professional level responsible for providing
excellent customer service support to insureds, agents, and related
businesses via telephone, chat, emails, or mail correspondence. The
role may also perform processing work as assigned when not
providing customer service via phone, email, or chat. Incumbents in
this role may also aid leadership with special projects, daily
audits, and other Customer Service tasks.EDUCATION AND/OR
EXPERIENCE:High School diploma or equivalent GED required. Requires
2 to 3 years of service background dealing with customers and/or
call center experience. Previous work experience in insurance
services or related service industry background is a
plus.CERTIFICATES AND LICENSES:Professional Insurance Designations
are a plus. Employees who wish to work in the Service Center
division must obtain the Florida 4-40 Customer Service
Representative license.COMPUTER SKILLS:Must have basic knowledge of
Microsoft Office (Word and Excel) and successfully complete
keyboarding test speed of 45 words per minute with 95% accuracy.
Basic knowledge of computer equipment required. Maintain a
prominent level of accuracy and attention to detail.ESSENTIAL
DUTIES AND RESPONSIBILITIES:-- Handle inbound/outbound phone,
emails, and chat inquiries about policy changes, renewals, billing
information, cancellations, policy guidelines, procedures, policy
quoting, and ability to discuss the policy declarations page in
detail including initial claim reporting, and claims status,--
Service the following contact center queues (Policy Inquiry,
Claims, Chat, Agency, Commercial and Specialty Policy) other queues
may be assigned as needed.-- Achieve a monthly production score of
87% or above for the following categories: Call Performance, Policy
audits, Aux Reporting, Schedule adherence, and Attendance for six
consecutive months.-- Discuss and provide detailed explanation of
our policy Declarations Page which lists each coverage associated
with premium amounts.-- Discuss detailed information of endorsement
changes made to the policy.-- Provide detailed breakdown of Tower
Hill Ins Exchange.-- Document summary of each contact via our
system applications.-- Rely on instructions and pre-established
guidelines to perform the functions of the job.-- Provide
professional and correct information in a business-like and
friendly manner with the goal of ensuring customer satisfaction.--
Strive for first-call resolution including providing options and
alternatives to best aid the customer.-- Maintain full knowledge of
department FAQs documents.-- Work extended hours to meet Call
Center demands and during catastrophes events as needed.-- Prepare
faxes, emails, receipts, and other correspondence as requested.--
Conform to proper business etiquette and company guidelines
including THIG core values with a positive attitude.-- Required to
assist leadership with special projects and other assigned
tasks.ADDITIONAL DUTIES:This job description reflects the general
duties considered necessary to describe the essential functions of
the job and should not be considered a complete description of all
the work requirements and expectations. The omission of specific
duties does not exclude them from the position. Tower Hill
Insurance reserves the right to assign duties not listed here as
necessary to carry out the goals of the organization.SUPERVISORY
RESPONSIBILITIES:This job has no supervisory
responsibilities.QUALIFICATIONS, SKILLS AND COMPETENCIES:To perform
this job successfully, an individual must be able to perform each
essential duty and meet all performance standards. The requirements
listed below are representative of the knowledge, skill, and/or
ability needed. Reasonable accommodations may be made to enable
individuals with disabilities to perform the essential
functions.EDUCATION AND/OR EXPERIENCE:High School diploma or
equivalent GED required. Requires 2 to 3 years of service
background dealing with customers and/or call center experience.
Previous work experience in insurance services or related service
industry background is a plus.CERTIFICATES AND
LICENSES:Professional Insurance Designations are a plus. Employees
who wish to work in the Service Center division must obtain the
Florida 4-40 Customer Service Representative license.COMPUTER
SKILLS:Must have basic knowledge of Microsoft Office (Word and
Excel) and successfully complete keyboarding test speed of 45 words
per minute with 95% accuracy. Basic knowledge of computer equipment
required. Maintain a prominent level of accuracy and attention to
detail.LANGUAGE SKILLS:Excellent verbal and written communication
skills including the ability to read and interpret documents,
requests from customers, memos, and department guidelines which may
be in the form of FAQ's, written summaries, or spreadsheets.
Ability to communicate effectively and efficiently with all
customers and co-workers by telephone, email, mail, live chat and
in person. Bilingual is a plus.MATHEMATICAL SKILLS:Ability to add,
subtract, multiply, and divide in all units of measure using whole
numbers, common fractions, and decimals.REASONING AND COPING
ABILITY:Ability to understand and apply instructions given in
written, oral, or diagram form. Ability to deal with problems
involving several variables in standardized situations. Maintain
composure and manage daily stress levels, complexity, volumes, and
diversity of customers in a call center environment. PHYSICAL
DEMANDS:The physical demands described here are representative of
those that must be met by an employee to successfully perform the
essential functions of this job. Reasonable accommodations may be
made to enable individuals with disabilities to perform the
essential functions.While performing the duties of this job, the
employee must regularly stand, walk, balance, sit for extended
periods of time, use hands to finger, handle, feel, reach with
hands and arms, talk, and hear. Specific vision abilities required
by this job include close, distance, peripheral and color vision,
depth perception, and ability to adjust focus and work for extended
periods using computer screens.WORK ENVIRONMENT:The work
environment characteristics described here are representative of
those an employee encounters while performing the essential
functions of this job. Reasonable accommodation may be made to
enable individuals with abilities to perform the essential
functions. The noise level in the work environment is usually
moderate.BENEFITSMedicalDentalVisionLife & Accidental Death and
Dismemberment (AD&D), and Disability Insurance401 (k)Health
Savings AccountAccident and Cancer insurance planWe offer
competitive pay and benefits, and well-being programs to support
you and your family. For more information about our company,
careers and Total Compensation visit: Total Compensation - Tower
Hill Insurance (thig.com) *Tower Hill Insurance currently operates
in these states AL, CT, FL, GA, IA, IN, KY, MI, MS, NC, OH, PA, SC,
TN, TX, UT, VA, WV. The work location is flexible if approved by
Tower Hill Insurance.Tower Hill Insurance is an equal opportunity
employer, and all qualified applicants will receive consideration
for employment without regard to race, color, religion, age, sex,
national origin, disability status, genetics, protected veteran
status, sexual orientation, gender identity or expression, or any
other characteristic protected by federal, state or local
laws.Tower Hill Insurance is committed to working with and
providing reasonable accommodation for individuals with
disabilities. If you need reasonable accommodation because of a
disability for any part of the employment process, please send an
e-mail to hrdepartment@thig.com or call (561) 812-6247 and let us
know the nature of your request and your contact information.All
applicants will receive an acknowledgement that their application
has been received. Candidates will not receive status updates
regarding their application; however, those candidates selected for
further consideration will be contacted by Human Resources.
PI600d5b04cef8-25660-33991069
Keywords: Tower Hill Insurance Group, Jacksonville , Customer Service Representative, Hospitality & Tourism , Gainesville, Florida
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