Customer Experience Coordinator for P&C Insurance

Job Description

Job Description

We are growing and are in search of customer service-oriented professionals to join our team!

The Customer Experience Coordinator (“CEC”) is responsible for assisting policy owners and agents telephonically, on-line and through written correspondence. The CEC resolves internal and external customer issues and works to preserve customer service standards for our organization.

Who are we?

We are a growing Florida based firm, with our home office located in St. Petersburg, FL, that prides itself in handling Homeowners Property and Casualty claims from first notice of loss through claim resolution for our clients. We specialize in servicing Insurance carriers that insure both Mobile Home and Homeowners policies. We are a family-based organization where your voice can be heard, and you will not get “lost in the crowd”. It is our mission to provide a reliable and timely claims experience for our customers, with a corporate culture that supports personal growth and development opportunities for all employees.

Storm King Claims is part of the Jerger family of companies that also includes American Traditions Insurance Company, TJ Jerger MGA and West Point Insurance Services.

Why work with us?

We are a family-oriented organization committed to providing comprehensive, affordable benefit packages to our employees including:

• This is a full-time hourly/non-exempt position with a pay range of $20-25 per hour based on experience
• Medical, Dental and Vision, Life and supplemental benefits starting day 1 of employment!
• Multiple plans to choose from in order to fit your needs
• 401k plan participation is available the 1st quarter after hire with 100% match of 3% and then 50% on the next 2%...fully vested!
• Generous PTO and paid holiday schedule
• 1 day of paid volunteer time off per year
• Onsite workout facility
• Casual dress code (work appropriate)
• 37.5 hour work weeks with great work/life balance as our goal!

What will you be doing?

This position is in an office setting and is not able to be remote. Some daily responsibilities include:

• Act as primary service contact and first notice of loss liaison for customers and agents
• Respond to the service needs of policy owners, general agents, producers, field personnel and home office employees.
• Provide technical guidance, information and procedural advice on a variety of customer service issues, requiring knowledge of products and services
• Respond to telephonic, email, and written correspondence
• Process assigned policy level transactions within level of authority
• Conduct research when needed to complete service requests
• Handle all service requests within department service standards
• Assist with preparation of service reports as requested
• Communicate with co-workers, management, clients, vendors, and others in a courteous and professional manner
• Identify, recommend, and implement customer conservation approaches to enhance policy retention

What will the ideal candidate possess?

• One-year experience in Customer Service. Two (2) years of experience (preferred)
• Excellent oral and written communication skill – (Bi-lingual Spanish preferred, but not required)
• High School Diploma or equivalent is required; Associate's Degree (preferred)
• 4-40 Customer Service Representative Licensure a plus; must be willing and able to ascertain licensure within 6 months.
• Proficiency with Microsoft Office products.
• Results driven with strong problem solving and analytical skills.
• Ability to efficiently navigate through systems and websites to maximize time with callers.
• Ability to work in a fast-paced environment and manage changing priorities effectively.
• Ability to work within a call center scheduled environment – Overtime may be required

Additional info:

Our offices are located in Pinellas Park, FL. At this time, we are not considering remote applicants.

Typical Office hours are 8:30-5:00pm Monday-Friday

Physical requirement:

This position is in an office environment and would require:

• Must be able to remain in a stationary position for 50%- 75% of the time.
• This person in this role needs to occasionally move about inside the building to access office machinery and support team members.
• Must be able to speak and communicate clearly to other team members.
• Constantly operates a computer and other office machinery such as a copy machine, phone/headset, and keyboard.

West Point Insurance Services is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.