Customer Service Representative

SUMMARY

Responsible for providing a wide variety of support services, including the development of valuable leads for insurance and insurance related products, and to promote the company's product portfolio via the telephone and internet to support the organization to increase company revenue and profit.

ESSENTIAL DUTIES AND RESPONSIBILITIES

* Customer Service: Place and receive outbound and inbound calls related to the development of insurance leads. Promote the company's product portfolio and provide service assistance to consumers; Respond to consumer inquiries through calls both inbound and outbound as well as internet inquiries. Deliver prepared scripts to prospects and leads with the intent of delivering a qualified prospect or lead to a Licensed Agent. Communicate with consumers regularly regarding rate changes, new product offerings, additional product information, and new policy issuance. Monitor compliance with program reporting rules and service requirements. Update and maintain proprietary Lead Advantage System in accordance with policies and procedures. Document each and every consumer contact with detailed notes;

* Special Projects: Work collaboratively with fellow staff to advance the values and mission of the organization and Senior Market Sales by serving on relevant internal and external committees; Assists with special projects/assignments as requested by members of management;

* Performs other duties as assigned by management.

QUALIFICATIONS

EDUCATION / EXPERIENCE

High School Diploma or GED

Bachelor's Degree in marketing or a related field

One (1) or more years Customer Service experience

Customer service or call center experience

Strong verbal and written proficiencies of the English language

bilingual (Spanish and English)

SKILLS

Working knowledge of insurance services industries

Knowledge of the general industry procedures, practices and terminology

Skill in working effectively with inbound and outbound callers/customers

Skill in negotiating and problem solving to resolve internal and external conflicts

Skill in the use of office equipment including computer, fax, printer, telephone system, etc.

Skill in the use of time management and organization skills

Skill in maintaining effective working relationships with all customers, employees and the general public

Proficient computer skills (Microsoft/Word, Excel, PowerPoint, Adobe Acrobat, MS Outlook software preferred)

Ability to communicate effectively, both orally and in writing, in a constructive manner

Ability to approach and communicate with a wide range of personalities in a professional and courteous manner

Ability to be patient under frustrating circumstances and demonstrate controlled emotional affect in difficult situations

Ability to engage in effective interpersonal interaction, verbal communication and written communication

Ability to persuade

Ability to maintain a high level of organization and attention to detail while remaining flexible and responsive when faced with multiple urgent requests

Ability to maintain all company policies, including all confidentiality and safety policies

Ability to actively contribute to team effort

Ability to work independently, exercise independent judgment, make and execute decisions

Ability to be a self starter, motivated and accomplish goals and tasks within a given time frame

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• North Charleston, SC, USA