Job Description
Job DescriptionSalary: $15-$17
Purpose
The Customer Service Representative is integral to the Sales Department, providing advanced support to sales agents in fulfilling client needs and ensuring efficient, seamless communication between clients and agents. This role involves specialized program support and direct collaboration with sales agents to process health insurance policies, deliver policy explanations, and maintain accurate insurance records for each client.
Eligible to receive additional income through added bonus incentives
Licensing Information:
After successfully acquiring the Customer Service Representative (CSR) 4-40 License within the first 30 days of employment AND passing the 90-day probationary period, Comfort Insurance and Finances will fully reimburse all initial expenses for the pre-licensing study course, fingerprints, and/or State Exam (if applicable).
Duties and Responsibilities
- Provide introductory information to new and existing clients.
- Determining the quickest, most effective way to answer a client's questions.
- Working directly with Sales agents to find appropriate care and solutions for clients.
- Help the agency achieve long-term success by following the agencys guidelines and operational processes.
- Obtain underwriting approval by completing an application for coverage.
- Complete coverage by delivering the policy; planning future follow-up visits, and evaluating needs.
- Provide continuing service to customers by thoroughly completing service requests, customer policy reviews, and courtesy follow-up calls.
- Process all quotes/insurance applications.
- Evaluate business or individual customer's needs and propose protection plans that meet their criteria.
- Work with clients to deliver risk management strategies that fit their risk.
- Monitor insurance claims to ensure mutual satisfaction
- Constantly update job knowledge and learn about new products and services
- Fulfill all policy requirements
- Provide prompt, accurate, and friendly customer service. Service can include responding to inquiries regarding insurance availability, eligibility, coverages, policy changes, transfers, claim submissions, and billing clarification.
- Use a customer-focused, needs-based review process to educate customers about insurance options.
Job Qualifications
The ideal candidate for this position will bring both professional expertise and a growth-oriented mindset, demonstrating the following qualifications:
- Professionalism & Resilience: Able to work effectively under pressure while maintaining a professional and positive demeanor when engaging with the public and colleagues.
- Experience & Technical Skills: 1-2 years of experience in customer service and/or sales. Proven ability to handle a high volume of calls daily while delivering quality service and maintaining accuracy.
- Autonomy & Initiative: Self-directed, results-driven, and capable of making sound decisions while knowing when to seek guidance; demonstrates ownership of tasks and the ability to work independently.
- Growth & Learning: Open to learning new technologies, processes, and skills; committed to ongoing professional development and continuous improvement.
- Mastery & Purpose: Strives for excellence and takes pride in delivering high-quality work that contributes to organizational success and purpose.
- Challenge & Achievement: Skilled at setting goals, prioritizing tasks in a fast-paced environment, and achieving results despite challenges or competing priorities.
- Collaboration & Social Connection: Thrives in a team setting with strong interpersonal skills, building positive relationships with colleagues, clients, and stakeholders.
- Feedback & Coaching: Receptive to feedback, open to performance coaching, and interested in supporting and mentoring peers to foster team growth.
- Work-Life Balance & Well-Being: Strong time management and organizational skills to maintain productivity while valuing balance and mental well-being.
- Clear Goals & Accountability: Comfortable working in structured environments with defined objectives, translating goals into actionable plans, and embracing accountability measures.
- Communication Skills: Demonstrated ability to speak, read, and write English and Spanish fluently; excellent written and verbal communication skills across both languages.
- Ethics & Reliability: Honest, ethical, and dependable with a strong history of punctuality and attendance.
- Education: High school diploma or GED required; additional training or certifications preferred.
- Attention to Detail & Versatility: Ability to pay close attention to detail, adapt quickly in a fast-paced and growing organization, and manage multiple priorities effectively.