Customer Service Representative, Insurance
About The Position
Markel is seeking a Customer Service Representative I to serve as the first point of contact for new and existing customers with insurance questions. The representative delivers quality customer service, builds rapport and long-term relationships, and encourages renewals and repeat business. The role requires learning and staying current on procedures, products, and programs to meet department standards and guidelines. Regular, on-time attendance is an essential function. The representative handles customer concerns and inquiries, works toward resolution or escalates issues when needed, and strives for first-call resolution. Calls may involve first notice of loss claims, payments, reinstatements, billing questions, and online password resets. The role tracks and meets department standards for schedule adherence, quality assurance, first contact resolution, talk and handle times, and speed of answer. The position offers paid training and opportunities for career growth. Markel office locations listed are Pewaukee, Wisconsin; Omaha, Nebraska; Glen Allen, Virginia; and Henderson, Nevada. A hybrid schedule is required for employees located near a Markel office. The stated office hours are Monday through Friday, 7 a.m. to 7 p.m. CST. U.S. work authorization is required; Markel does not provide visa sponsorship.
Requirements
- High school diploma or equivalent.
- Ability to work in a fast-paced team environment.
- Commitment to providing a positive customer experience.
- Clear and professional telephone communication skills.
- Strong technical background and ability to multitask across several systems.
- Willingness to learn new material, systems, and applications.
- Accountability and reliability.
- Demonstrated job stability and attendance record.
- Solid computer, grammar, and multitasking skills.
- U.S. work authorization; visa sponsorship is not available.
Nice To Haves
- Some college.
- Property/Casualty Insurance License.
- Two or more years of insurance sales or service experience.
- Remote working experience.
- Bilingual ability.
Responsibilities
- Serve as the first point of contact for new and existing customers’ insurance questions.
- Deliver quality customer service that builds rapport and long-term relationships and encourages renewals and repeat business.
- Work diligently to resolve customer concerns and escalate them to the appropriate level when necessary.
- Communicate information efficiently, effectively, and appropriately to meet customer needs.
- Strive for first-call resolution and provide high-quality service.
- Handle calls including first notice of loss claims, payments, reinstatements, billing questions, and online password resets.
- Stay current and knowledgeable about procedures, products, and programs to meet department standards and guidelines.
- Meet standards for schedule adherence, quality assurance, first contact resolution, average talk time, average handle time, and average speed of answer.
- Maintain regular, on-time attendance.
Benefits
- Paid comprehensive training.
- Immediate health and dental benefits.
- Vision insurance plan options.
- Optional life, disability, and AD&D insurance.
- Paid vacation and PTO.
- Paid corporate and floating holidays.
- 401(k) with employer match.
- Profit sharing.
- Tuition reimbursement policy.
- Annual performance bonus potential and eligibility to participate in the annual incentive plan.
- Employee Stock Purchase Plan.
- Parental leave.
- Opportunity for career growth.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
