Position Summary:

As a Customer Service Representative at Vermost, you will play a vital role in ensuring customer satisfaction and maintaining our commitment to exceptional service. We are seeking individuals who are reliable, patient, and possess excellent communication skills to join our dynamic team. If you are a friendly and patient individual with excellent communication skills and enjoy delighting customers, Vermost offers a supportive work environment and opportunities for growth and development. Join our team as a Customer Service Representative and contribute to our mission of delivering unparalleled service to our valued customers.

 

Essential Duties and Responsibilities:

• Answer incoming customer calls and greet all customer walk-ins in a polite and professional manner.
• Provide Exceptional Customer Service: Serve as the first point of contact for customers, answering inquiries, addressing concerns, and providing accurate information about our products and services. Strive to exceed customer expectations by delivering personalized assistance and resolving issues in a timely manner.
• Process customer payments, both in person and on the phone.
• Respond to customer inquiries promptly via phone, email, and chat, and provide appropriate solutions or alternatives. Maintain a positive and empathetic attitude while handling challenging situations, focusing on customer retention and loyalty.
• Solicit and educate customers on available self-service options provided by the agency portal.

 

• Respond to incoming service requests and gather all information to complete the request.
• Work closely with other team members to foster a collaborative environment where knowledge sharing and teamwork lead to improved customer service.
• Maintain records of customer interactions/communication, recommendations, transactions, and actions.
• Provide claim information to Account Manager to contact customer regarding a claim.
• Review accounts and contact customers with pending cancellations due to non-payment of premiums.
• Process cancellations, reinstatements, and mid-term re-writes.
• Review all Carrier Policy Center communications for important notices and underwriting memos
• Pull daily carrier reports from specific carrier websites for customer and policy information pertaining to pending cancellations, cancellations, claims, and underwriting notices.
• Work with Account Manager to review customer renewals and/or prepare quotes, applications, and proposals needed to remarket or renew agency business.
• While working with customer accounts and policies, actively look to identify cross-sale opportunities and policy weaknesses.
• Ask for referrals during customer interactions.
• Participate fully in company meetings.
• Stay updated with industry trends, regulations, and company policies to provide accurate information to customers. Continuously enhance your knowledge through training sessions and self-study, becoming a trusted source of information for customers and colleagues. Be a life longer learner and reader.

 

Critical Competencies:

• Excellent Communication Skills: Strong verbal and written communication abilities, including active listening skills. Ability to explain complex concepts in a clear and concise manner.
• Patience and Empathy: A patient and friendly demeanor, with the ability to handle challenging customers with empathy and understanding.
• Attention to Detail: Strong organizational skills and meticulous attention to detail, ensuring accuracy in customer transactions and documentation.
• Problem-Solving Skills: Demonstrated ability to analyze problems, evaluate options, and find effective solutions. Ability to think critically and make sound decisions independently.
• Customer-Focused Approach: A genuine passion for helping customers and a commitment to providing exceptional service.
• Flexibility and Adaptability: Willingness to adapt to changing customer needs and evolving business priorities.
• Proficiency in Technology: Comfortable using CRM systems, Microsoft Office Suite, and other tools to efficiently handle customer inquiries and provide accurate information.
• Professional Appearance: It is important to maintain a neat and clean appearance appropriate for the industry or job role. This may include wearing business attire, having well-groomed hair and nails, and ensuring that personal hygiene is maintained. Professional appearance can convey respect, credibility, and attention to detail, which can contribute to building trust and positive relationships with colleagues, clients, and customers.

 

Education or Certifications:

• Secure FL 4-40 Property and Casualty license within 90 days and participate in ongoing educational requirements and opportunities.
• Secure FL 2-20 Property and Casualty license with 18 months of employment

 

Physical Demands:

The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodation. While performing job functions the employee is regularly required to sit, stand, write, review and type reports, compile data, operate a pc, communicate, listen, and assess information. The employee may move about the office complex, may travel to other office locations, and may lift, push, pull or move up to 25 pounds. Visual requirements include distant, close and color vision, and ability to adjust focus; ability to travel, balance and walk far distances, and climb stairs as needed.

 

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job.

 

EEO (Equal Employment Opportunity) Statement:

At Vermost, we are committed to providing equal employment opportunity (EEO) to all individuals, without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law. We believe in creating a diverse and inclusive workplace where all employees are treated with respect, dignity, and fairness.

We are dedicated to attracting, developing, and retaining a talented workforce that reflects the diversity of the communities we serve. Our hiring decisions are based on qualifications, skills, experience, and potential, ensuring fair and equitable treatment for all applicants and employees throughout the employment relationship.

We welcome and encourage applicants from underrepresented groups, including individuals with disabilities, veterans, and members of racial, ethnic, and religious minorities. In our commitment to promoting diversity and inclusion, we actively work to eliminate discrimination and foster an environment that celebrates individual differences and promotes a sense of belonging for all.

As an equal opportunity employer, we strive to provide a safe, inclusive, and supportive work environment that values different perspectives, ideas, and experiences. We are proud to affirm that all employment-related decisions, including recruitment, hiring, promotions, transfers, pay and benefits, training, and career development, are made without discrimination or harassment.

If you require any accommodation during the application or interview process due to a disability or other special needs, please let us know, and we will work with you to meet your needs.