Now Hiring - Rankin HR Consulting LLC - Customer Service Representative & Agent Specialist in Oakdale, PA

Full description of the position

Job Summary We are seeking a dedicated and enthusiastic Customer Service Representative to join our team. In this role, you will be the first point of contact for our customers, providing exceptional service and support. You will assist customers with inquiries, resolve issues, and ensure a positive experience. The ideal candidate will possess strong communication skills and a passion for helping others. The O'Connor Insurance Group is an independent 5 star agency serving clients in Pennsylvania, Ohio, and West Virginia. Our mission is to provide award- winning, custom designed service to meet the needs of our individual and business clients. Our agency offers prompt, professional service for home, auto, business, and life insurance coverage to its customers' needs. We're a part of the local community. Quick Summary: The CSR/Agent Specialist position is a licensed position that requires performance of Client Service Representative (CSR) duties as well as additional Specialty Duties relating to personal lines insurance. CSR duties include things like: answering phones; receiving visiting clients; assisting clients with inquiries, problems and solutions; preparing and sending correspondence; assisting agents; maintaining systems; etc. Specialist Duties focus on personal lines and includes things like: writing tenant policies; making calls regarding cancellations and renewals; and following up with people who were quoted but did not sign yet. This is a "floater position." The position is based in the Oakdale office but the person in this position may be required to fill in at another office when necessary. CSR Duties: In relation to clients: * Receive visiting clients and provide them with the necessary assistance. * Answer phones and respond to all client inquiries (phone or in person); assisting clients with their inquiries in a courteous and professional manner by offering positive council to clients (even when the client is being difficult). * Analyze, assist, and resolve client problems, provide solutions, or direct client to appropriate source in an effort to resolve client issue, and/or referring unresolved customer complaints to designated individuals for further investigation. * Assist clients with billing questions, receive payments, and apply payments to client accounts; process payments; prepare and make bank deposits to company account in an accurate and efficient manner. * Assist clients with the reporting of claims and notify the agent of the situation. * Assist clients with insurance ID cards, address changes, claim questions, Certificates of * Insurance, auto changes, billing inquiries, payments, etc. * When speaking with clients to resolve issues, provide clear and accurate information to answer client questions relating to insurance; provide information about company products and services; assist clients who are involved in accidents, etc. * Accurately review client policies for coverage when asked by the client (e.g., client wants to know if they have comprehensive coverage or if they have liability only on a particular vehicle) and accurately and effectively communicate that information to the client * Complete client changes in an accurate and expedient manner * Always be sensitive to the legal and confidential nature of your duties * Maintain tracking systems; prepare and send correspondence * Update and maintain online leads sheet notifying appropriate agents so they can follow-up * Prepare, contact, and maintain lists for e-signature follow-up (notifying clients when they have not signed documents); online leads; etc. * Run errands to bank, post office, interoffice In relation to the Agents: * Maintain positive relations and communication with all agents. * Maintain clear and effective communication with agents especially as it relates to an agent's clients. * Clearly communicate any issues to agents, managers, HR representatives, etc. * Schedule agent meetings with clients when necessary. * Establish and maintain effective relationships with co-workers, supervisors, and the public. In relation to other Staff Members: * Assist other staff members as needed (especially with answering and transferring the phones, taking messages, etc.). * Maintain positive working relationships with coworkers. Other Duties: * Maintain client and company confidentiality. * Manage and protect the reputation of the company. * Maintain accurate notes, records, and files at all times. * Prepare and disseminate client correspondence via mail, email, currier, personal delivery, etc. (includes: Thank You Notes, Auto Change Forms, ID Cards, etc.). * Maintain systems (e.g., paper and computer filing systems, new client flow; thank you note follow-up, etc.). * Keep Agents apprised of accounts going into cancellation. * Maintain a neat, clean, and organized office area. * Participate in shared team cleaning responsibilities for the buildings. * Monitor office supplies and report that information to Anne. * Work together with the team to meet corporate goals. * Other duties as assigned. Specialist Duties: * Write tenant policies and other inside sales policies as directed. * Make personal lines renewal and cancellation calls. * Reaching out to past, qualified, personal lines cancellations through MyMarketing. * Reaching out to past personal lines clients that have not yet signed through quote system. Qualifications: Experience: * 5+ years business administration experience. * Licensed Property & Casualty insurance agent (if not licensed, a willingness to successfully complete the insurance licensing process in PA within one year of hire; ability to maintain all insurance licensing requirements over time). * 2+ years of Client Service Experience. * Willingness and ability to be bonded. Skills: * Excellent Computer and typing skills (including ability to utilize new technology such as the paperless fax) * Effective communication skills * Effective listening skills * Effective problem-solving skills * Attention to detail * Strong organizational skills Join our team as a Customer Service Representative where you can make a difference by providing outstanding support to our valued customers! Job Type: Full-time Pay: $40,000.00 - $55,000.00 per year Benefits: * Health insurance * Paid time off Shift: * Morning shift Ability to Commute: * Oakdale, PA 15071 (Required) Ability to Relocate: * Oakdale, PA 15071: Relocate before starting work (Preferred) Work Location: In person