Project Customer Services Representative- Triage Team

Key Responsibilities

• Triage incoming email requests for new business quotes, issuance, endorsements, and cancellations for personal lines policies.
• Take ownership of agent requests and handle them efficiently, accurately, and professionally.
• Analyze information to make sound decisions and resolve issues.
• Navigate multiple systems and applications to research, analyze, and resolve agent inquiries.
• Maintain productivity, service, and quality standards in a fast-paced operations environment.
• Collaborate with team members and business partners to ensure a positive agent experience.
• Cross-sell coverage to round out accounts when appropriate.
• Work overtime as needed.
• Complete additional tasks, projects, and duties as assigned.

Qualifications

• Strong decision-making skills in a fast-paced, high-volume contact center environment.
• Excellent verbal and written communication skills with a strong service orientation.
• Proficient in computer skills, multi-application navigation, and multitasking.
• Experience in a high-volume contact center with a focus on superior service is a plus.
• Demonstrated professionalism, accountability, and pride in handling quotes, policy changes, and agent inquiries.
• Prioritize problem-solving and managing competing demands while on the phone with customers.
• Property & Casualty insurance experience is a plus.
• Desire for ongoing professional and personal development, with a commitment to accuracy and best-in-class service.