Job Title: Customer Service Representative

FLSA Classification: Non-exempt

Department: Sales

Standard Work Schedule:  Mon. - Fri. 9am - 6pm, Sat. 10am - 2pm (Not to exceed 40 hours per work week)

Supervisor Title: Regional Sales Manager or District Sales Manager

Job Summary

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

• 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 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