Benefits:

• Bonus based on performance
• Opportunity for advancement
• Paid time off
• Training & development

Grand Island, NE

Full Time Hourly Position - In Office

The Customer Service Representative provides excellent customer experience for potential and existing customers. Identifies opportunities to cross sell and coordinates with sales specialists for follow-up. Assists the Director of Operations with attaining agency service goals.

Customer Service
· Provides personalized, professional customer service experiences through building trust and developing strong customer relationships.

• Responds to customer inquiries regarding coverages, billing, claims or products by following established agency processes and procedures to process changes to existing accounts and policies.

· Drives customer satisfaction by following the agency best practices for Personal Insurance Reviews and rate revision notifications.
· Processes changes to existing accounts/policies and makes written note of changes in system journal.

• Assists customers with claim processing by directing them to the appropriate Claims Department contacts and agency resources. Collaborates with agency claim specialist for follow up to ensure customer needs are addressed.

· Assists customers with setting up online tools for their accounts across their mobile devices.
· Coordinates the involvement of appropriate agency and/or business partners when necessary to resolve customer issues.

Agency Operations

• Schedules appointments with existing or prospective customers for agency team members.
• Performs administrative functions to assist the director of operations and staff sales team.
• Assists with set up and execution of agency events, as needed.
• Assist with cash handling and banking activities, as needed.

Insurance Sales

• Conducts reviews of existing coverages and may advise customers regarding policy options.
• Estimates and quotes policy premiums complying with underwriting guidelines.
• Identifies cross-selling opportunities during customer interactions and takes appropriate action to collaborate with sales staff team and document in system journal.
• Contacts appropriate business partners for guidance when needed.

Education/Licenses/Designations

• Required by state statures to have proper insurance licensing to sell, solicit, or negotiate insurance products. The following lines of authority are required for this position: Property & Casualty.
• Licenses must be maintained to continue employment.
• Education level of high school diploma or equivalent.

Role Requirements

• Ability to work independently to plan, set priorities and organize work goals.
• Ability to collaborate with agency team members as needed.
• Demonstrated sales and customer service experience.
• Demonstrated analytical skills.
• Effective written and oral communication skills.
• Experienced with PC software applications (Microsoft Office Suites, Microsoft Edge, etc.).
• Experience using a wide range of digital devices (smartphones, laptops or tablets) and basic office equipment.

Note: The information contained in this role profile is intended to describe the essential job functions required of those assigned to this job. It is not intended to be an exhaustive list of all accountabilities, activities, skills, and knowledge needed to preform in this role. Please note that functions and work schedules are reviewed periodically and are subject to change based upon business need.

This position is an Agency Team Member working for the Agency Owner and is not an employee of American Family Insurance.