Customer Service Representative

Summary

Tower Hill Insurance Group has an exciting opportunity for a talented Customer Service Representative who enjoys intellectual challenges and is seeking a rewarding career with a company that is experiencing growth.

About the Role

The Customer Service Representative is the entry professional level responsible for providing excellent customer service support to Insureds, Agents, and related businesses via telephone, emails, or mail correspondence. The role may also perform processing work as assigned when not providing customer service via phone, or email.

Responsibilities

• Handle inbound/outbound phone inquiries about policy changes, review and discuss policy declarations page, renewals, billing information, cancellations, initial claim reporting and claim status.
• Service main contact center queues (Policy Inquiry, Claims, Claim Status, Commercial, and TH Specialty Policy) other queues may be assigned as needed.
• Achieve a monthly production score of 85% or above for the following categories: Call Performance, Policy Audits, Aux Reporting, Schedule adherence and Attendance for six consecutive months.
• Discuss basic information on the Policy Declarations Page including breakdown of property coverage, breakdown of premium charges, and deductibles as outlined on the policy.
• Provide detailed breakdown of Tower Hill Insurance Exchange.
• Document summary of each customer contact via our system applications.
• Rely on instructions and pre-established guidelines to perform the functions of the job.
• Provide professional and correct information in a business-like and friendly manner with the goal of ensuring customer satisfaction.
• Strive for first-call resolution, including providing options and alternatives to best assist the customer.
• Maintain full knowledge of department reference FAQ documents.
• Work extended hours to meet Call Center demands and during catastrophes as needed.
• Prepare faxes, emails, receipts, and other correspondence as requested.
• Conform to proper business etiquette and company guidelines including THIG core values with a positive attitude.

Requirements

• High School Diploma or GED required.
• Minimum of one (1) year of relevant customer service or call center work experience required.
• Previous work experience in insurance services or related service industry background is a plus.
• Professional Insurance Designations preferred.
• Valid Driver’s License required. Florida 4-40 Customer Service License preferred.

Benefits

• Medical
• Dental
• Vision
• Life & Disability Insurance
• 401(k)
• Health Savings Account
• Accident, Critical Illness and Hospital Indemnity
• Pet insurance
• Paid time off & Holiday pay

Pay

Competitive pay and benefits, and well-being programs to support you and your family.

Schedule

Flexible schedule to accommodate the needs of the position.