Insurance Customer Service Representative

First Acceptance • Lawrenceville, GA

2d • Remote

About The Position

Answer phones to respond to general customer inquiries, invoice questions, payment information, customer change requests, and customer complaints. Project a professional company image through phone interaction. Office Hours: Monday – Friday 6 am – 8 pm Saturday 8 am - 5 pm

Requirements

• Must be able to secure and maintain, at a minimum, a Property and Casualty Insurance License.
• Must remain eligible for an insurance license in your state of employment for the duration of your job with First Acceptance Insurance.
• Must make adequate progress during your pre-licensing course and pass your state exam.
• Progress will be measured through pre-tests and training observations.
• Employment is contingent upon adhering to the established pre-licensing course timeline.
• Failure to make adequate progress in pre-licensing training or becoming a licensed agent could result in termination of employment.
• You will be expected to protect proprietary information belonging to the Company.
• High school diploma or equivalent.
• Proficient reading, writing, and math skills.
• Must be able to work flexible schedules.
• Minimum one year of Call Center experience or two years in Customer Service.
• Computer literate with the ability to learn customer service software applications.
• Demonstrate superb phone and soft skills, including active listening, independent problem-solving, and responding professionally and compassionately.
• Navigate between multiple screens, databases, and complex data entry applications while engaging the customer on the call.
• Exhibit excellent oral and written communication skills concisely.
• Demonstrate organizational and prioritizing discipline.
• Adapt and adhere to policies and procedures.
• Present attributes of a team player committed to growth and development.
• Basic level Microsoft Office and Outlook.
• Data Entry and proficient keyboard skills.
• The candidate must have an area of his/her residence that can be established as a remote workspace that will be safe, private, and otherwise conducive to successfully performing the positions job functions.
• The candidate must have or be able to arrange, before his/her start date, dependent and adult care during working hours.
• The Candidate must have or obtain access to high-speed internet with a direct wired LAN connection prior to his/her start date. Dial-up internet, Wi-Fi, and hotspot access are not permitted.
• Candidate must have or be able to obtain before his/her start date equipment or accessories that he/she believes are necessary to perform the job functions of this position successfully.

Nice To Haves

• Bilingual (English/Spanish) preferred.
• Candidate bilingual in both English and Spanish strongly preferred.

Responsibilities

• Answer high call volume and respond to requests promptly.
• Identify, research, and resolve issues using AS400, Salesforce, Mitel, Microsoft, and other applications and resources.
• Research billing issues with a working knowledge of primary billing ledgers.
• Process insurance endorsements, such as adding or removing vehicles from a policy, changing insurance coverages, and other transactions.
• Process credit card and check payments.
• Provide product/service information and offer add-on products.
• Articulate information or direction to a customer’s level of understanding.
• De-escalate complaints or concerns.
• Follow-up on inquiries not immediately resolved.
• Show empathy while providing one-call resolution.
• Maintain expected performance levels and meet or exceed KPIs.
• Complete other duties as assigned.

Benefits

• Courses to obtain licensure, certification, designations, or prepare for testing, as well as the test itself, will be paid for by the Company on your behalf.
• The amount will be considered as a loan to you. This loan will be forgiven after a year of service has passed since the training event.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED