Customer Service Representative, Insurance

Markel•Richmond, VA

7d•$16 - $34•Hybrid

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 provides quality service, builds rapport and long-term customer relationships, and encourages renewals and repeat business. The role requires learning and staying current on procedures, products, and programs, and meeting department standards and guidelines. Regular, on-time attendance is an essential function. The representative handles a range of service calls, including first notice of loss claims, payments, reinstatements, billing questions, and online password resets. The position operates within a fast-paced team environment and focuses on resolving customer concerns, providing efficient and appropriate information, and achieving first-call resolution. Markel offers comprehensive paid training and opportunities for career growth. Office hours are Monday through Friday, 7 a.m. to 7 p.m. CST; this describes the hours of operation and does not specify an individual work shift. A hybrid schedule is required for employees located near a Markel office in Pewaukee, Wisconsin; Omaha, Nebraska; Glen Allen, Virginia; or Henderson, Nevada. U.S. work authorization is required, and visa sponsorship is not provided.

Requirements

High school diploma or equivalent.
Ability to work in a fast-paced team environment.
Dedication to providing a positive customer experience.
Clear and professional telephone communication skills.
Strong technical background and ability to multitask across several systems at once.
Willingness to learn new material, systems, and applications.
Accountability and reliability.
Demonstrated job stability and attendance records.
Solid computer, grammar, and multitasking skills.
U.S. work authorization; Markel does not provide visa sponsorship for this position.

Nice To Haves

Some college education.
Property and casualty insurance license.
Two or more years of insurance sales or service experience.
Remote work experience.
Bilingual ability.

Responsibilities

Serve as the first point of contact for new and existing customers’ insurance questions.
Work diligently to resolve customer concerns and escalate them to the appropriate level when necessary.
Convey information efficiently, effectively, and appropriately to meet customer needs.
Strive for first-call resolution and provide high-quality customer service that supports renewals and repeat business.
Stay current and knowledgeable about procedures, products, and programs and meet department standards and guidelines, including schedule adherence, quality assurance, first-contact resolution, average talk time, average handle time, and average speed of answer.
Handle calls such as first notice of loss claims, payments, reinstatements, billing questions, and online password resets.
Maintain regular, on-time attendance.

Benefits

Paid comprehensive training.
Full-time benefits and 401(k) available from day one.
Immediate health and dental benefits.
Vision insurance plan options.
401(k) with employer match contributions.
Profit sharing.
Tuition reimbursement policy.
Paid vacation and PTO.
Paid corporate and floating holidays.
Annual performance bonus potential and eligibility to participate in the company annual incentive plan.
Optional life, disability, and AD&D insurance.
Employee Stock Purchase Plan.
Parental leave.
Career growth opportunities.