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Customer Service Agent

Company: SalesGrove
Location: Winston Salem
Posted on: November 10, 2019

Job Description:

Ready to work for a company that promoted 116 Policy Operation Specialists in 2018? National General Insurance is hiring experienced professionals in our growing Dallas office to be the voice of National General Insurance!Customer Service Representatives are Problem Solvers who provide WOW experiences on every call. You're supported with industry leading paid training, Full Benefits that include: Health, Vision, and Dental. With 18 Days PTO and a company matched 401k, National General Insurancesupports you're work life balance and prepares you for the future.Continue your personal and professional journey with National General Insurance's career pathing. National General Insurance takes you from a Policy Operations Specialist and grows into SR. Policy Operations Specialist, Team Lead, Supervisor, HR, and More.Primary Purpose:The Customer Service Representative is responsible for customer service inquiries received from internal and external customers along with maintaining and growing a relationship between National General Insurance policy holders and independent agents.Essential Duties and Responsibilities:Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

  • Take ownership of any inquiry, issue, problem, or error that could potentially impact the policyholder or Independent Agent and determines the appropriate course of action
  • Answers inbound calls and fields questions pertinent to an existing insurance policy and determine the appropriate course of action
  • The initial point of contact after the sale of the policy includes but is not limited to recognizing exposure and asking the appropriate, probing questions
  • Document specific details of call interaction, processing endorsements and Department of Motor Vehicle filings, answering billing questions and taking payments, excellent phone etiquette, dedication to customer service, and strong problem-solving abilities
  • Answer policy level requests for Health such as policy and billing questions, cancellation requests, updating customer profiles, processing billing adjustments/drafts, and refunds (Health)
  • Answer all calls; de-escalating the call where appropriate and providing solutions that leave the customer satisfied with the resolution
  • Access policy details to determine extenuating circumstances including but not limited to: providing coverage information and explanation, answer complex billing questions, process policy changes accurately, and collect pertinent underwriting information to ensure the correct premium is assessed on the policy
  • Provide superior service by delivering a WOW experience for both independent agents and National General Insurance customers
  • Share feedback when training opportunities are identified
  • Promote teamwork through consistency, reliability and group cohesiveness
  • Communicate effectively through oral and written communication
  • Consider process improvements on a continuous basis and shares opportunities with Leadership
  • Adhere to schedules while maintaining an acceptable level of service, customer satisfaction and quality
  • You must be able to work a 40 hour weekly schedule Monday through Friday from 8:00am-8:00pm.
  • Rotational Saturday, every 3rd Saturday work an 8 hour shift between 9am-7pmMinimum Skills and Competencies:The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
    • High school diploma or general education degree (GED)
    • Must possess effective verbal and written communication skills
    • Proficient in Microsoft Office Suite (Word, Excel, Outlook)
    • Must possess proficiency inability to type while speaking to customers
    • Ability to work independently as well as in a team environment
    • Ability to successfully complete HIPPA certification annually (Health)
    • Must be customer-oriented and able to effectively troubleshoot and resolve customer questions and concerns
    • Ability to adapt to new situations and learn quickly
    • High level of flexibility in a constantly changing
    • Ability to multi-task and manage several systems on a daily basis
    • Ability to make decisions quickly by balancing company guidelines and customer needs
    • High degree of dependability, motivation and flexibilityDesired Skills:
      • Associates or Bachelor's degree; fields of study may include: communications; business administration; management or a related field
      • Previous experience in insurance customer service with personal auto, commercial, motorcycle, recreational vehicle, accident and health, supplemental health, and/or homeowners products
      • Active Property and Casualty License Associated topics: call center, customer, customer care, customer service, customer service representative, guest, help desk, phone call, representative, telephone

Keywords: SalesGrove, Winston-Salem , Customer Service Agent, Sales , Winston Salem, North Carolina

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