SPECIFIC DUTIES AND RESPONSIBILITIES

The following are the specific duties and responsibilities of the Customer Service Representative.

• Answering calls and responding to customer complaints.
• Accessing customer accounts and policy schedules.
• Providing customers with detailed information about policies and products.
• Recommending available products.
• Adhere to provided scripts and FAQ responses.
• Learning and understanding company insurance products.
• Forwarding customers to sales agents when a policy needs to be initiated or upgraded.
• Typing up complaint reports.
• Managing the customer complaint database.

REQUIREMENTS

• Excellent communicator, both oral and written
• Strong problem solving and communication skills
• Strong analytical skills to investigate and resolve customer issues
• Able to multitask efficiently under time pressure
• Previous experience in managing customer focused teams
• Proven experience in managing a service and support focused team culture