Client Services Representative
Position Summary: The CSR will ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction. A confident problem solver, the CSR will resolve any emerging problems that customer accounts might face with accuracy and efficiency. Candidate should be articulate and organized, present a very polished, professional demeanor to clients in all facets of communication, and be comfortable working in a fast paced environment.
Essential Duties & Responsibilities
Monitor & manage the shared MS Outlook-Service inbox along with Office Work Phone for timely response to all customer requests including, but not limited to Insurance Certificates, Claims, & other items. Set priorities and process requests with accuracy and sense of urgency.
Collaborate with other CSRs, Senior CSR, Service Team Lead, Service Manager, and other Team Members to service our external and internal customers.
Certificates of Insurance: comprehend and review for accuracy various types of COIs such as plain cert holders; loss payee; additional insured; commodities; waiver of subrogation; etc.
Provide support for client service issues including, but not limited to Additional Insured Coverage, Deductibles, Stated Values, Vehicles, Drivers, Cargo Insurance Commodities, ensuring the agency management system is updated daily (AMS 360 and Vendor Portals Sites).
Accurately maintain electronic documentation of activities and communications.
Review Driver Eligibility Guidelines per Insurance Company.
Review and/or order Driver MVRs for eligibility purposes.
As needed, execute Driver Changes as requested by Insureds through the agency management system and communicate to the insurance company and/or MGA.
Review AMS to determine if Policy Change Requests are/were completed.
Assist or Review AMS in matching PCR/Endorsements with associated Premiums in collaboration with Service Team Lead, Insurance Processor, and/or Accounting rep.
Collaborate with Service Team Lead and Service Manager for maintenance/update of Insurance Companies websites.
Record payments from insureds as an AMS Activity.
Route calls or emails regarding new business or renewals to designated Teams.
Perform other duties as assigned to meet business need relationships.
Experience & Education
Proficient in the use of Microsoft Office Products: Excel, Word, Outlook, and PowerPoint.
Familiar with the use of an Agency Management System and document management system - specifically AMS360.
Skills & Abilities Required
Intermediate to advanced-level proficiency with Microsoft Office Products: Excel, Word, Outlook, and PowerPoint. AMS360 software proficiency preferred, but not required.
Strong customer service and sales orientation.
Able to develop and maintain strong business relationships as well as the ability to deal effectively with difficult or sensitive situations.
Solution driven problem solving skills.
Proven analytical skills.
Must be detail-oriented, with the ability to plan, manage and oversee a book of business.
Able to consistently meet or exceeds sales/revenue targets as established by the company.
Able to understand and manage complex projects, multiple agents, while working under tight schedules and deadline.
Demonstrates considerable tact, diplomacy, discretion and judgment with ability to build and maintain effective interpersonal relationships.
A self-starter with an entrepreneurial approach and hands-on experience.
Able to work independently with minimal supervision and as part of a team.
Strong written and verbal communication skills; professional presentation.
Able to learn and train others on internal & external proprietary software tools including sales tracking systems.
Demonstrated sense of urgency, detail-oriented, excellent organizational and time management skills.
Strong interpersonal skills and a customer service focus with high standards of quality.
High degree of self-discipline and motivation.