Logo

 

Vermost is seeking a Customer Service Representative dedicated to exceptional service. If you’re reliable, patient and have excellent communication skills, join our team! Experience a supportive environment and growth opportunities while contributing to our mission of delivering unparalleled customer experiences.

The CSR will support the Commercial Account Manager in all aspects of our business and professional customers’ insurance needs.

 

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.
  • Solicitate and educate customers on available self-service options provided by the agency portal.
  • Assist customers with bond transactions, ensuring accuracy and adherence to company policies and procedures. Maintain detailed records of customer interactions, inquiries, and resolution using the CRM system.
  • 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 improve 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 policy information pertaining to pending 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 weakness.
  • Ask for referrals during customer interactions.
  • Participate fully in customer 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 lifelong learner and reader.

 

Qualifications

  • 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 transaction 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 CSR 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 4-40 Property and Casualty license within 90 days and participate in ongoing educational requirements and opportunities.

Apply for this position

Allowed Type(s): .pdf, .doc, .docx
The owner of this website has made a commitment to accessibility and inclusion, please report any problems that you encounter using the contact form on this website. This site uses the WP ADA Compliance Check plugin to enhance accessibility.