Employee handles all customer contacts received by telephone or face to face in the retail locations. The employee will process customer applications, endorsements, payments and inquiries.

Essential Functions/Responsibilities

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  Answer the telephone in a prompt and courteous manner.
  
  
• Give quotations, pricing, required information and directions to prospects.
  
• Prepare quotations for customers’ change requests to the policy.
  
• Request any missing or required information from customers and follow up for that information.
  
• Scan applications daily.
  
• Assist sales agents with covering the retail office when the agent is performing outside marketing.
  
• Receive and respond to all customer inquires and complaints.
  
• Responsible for guiding complaint resolution to ensure that proper and satisfactory closing are obtained.
  
• Follow up on a regular or as needed with customers on all open and unresolved customer issues.
  
• Report any and all out of line conditions affecting customer satisfaction.

Contacts

(Individuals and/or groups the incumbent may have contact with in the course of his/her regular work)Internal contacts: Sales Agents, Other CSRs, Corporate StaffExternal contacts: Customers

Qualifications/Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Good telephone manner to enhance relationships with customers.
  
• Excellent customer service and interpersonal skills needed for working with our customers.
  
• Basic familiarity with computers; navigation and keyboarding skills.
  
• Job involves sitting, with structured time schedule, working in front of a computer screen.
  
• Demonstrated ability to multi-task.

Education

Highschool diploma or GED

Experience Level

1-3 months related experience

Language Skills

• Ability to fluently speak, read and write English and Spanish.
  
• Ability to read limited number of 2 and 3 syllable words and to recognize similarities and differences between words and between series of numbers.
  
• Ability to print and speak simple sentences.

Mathematical Skills

• Ability to add, subtract, multiply and divide using whole numbers, common fractions and decimals.
  
• Ability to compute basic percentages. Reasoning AbilityAbility to carry out detailed, but uninvolved, written or oral instructions.

Other Skills and Abilities

• Ability to navigate and complete electronic and online documents/forms
  
• Knowledge of keyboarding and keyboard shortcuts
  
• General working knowledge of copiers, scanners, and fax machines
  
• General working knowledge of PCs and their software