Job Details

Fully Remote

Deliver Exceptional Client Support and Drive Team Success

This client company believes in exceeding client expectations and fostering strong relationships through exceptional customer service. They seek a dedicated Customer Service Representative/Processor to join their team and play a vital role in creating a cohesive and client-focused environment. If you are passionate about client satisfaction, effective communication, and working collaboratively to achieve success, then this role is perfect for you!

Responsibilities:

• Advocate for clients, going above and beyond to ensure their needs and expectations are met or exceeded.
• Foster strong client relationships by providing exceptional customer service and support.
• Collaborate with team members to create a cohesive and supportive work environment.
• Monitor and prioritize client satisfaction, retention, and engagement as key performance metrics.
• Ensure compliance with company policies, procedures, and regulatory requirements.
• Demonstrate a deep understanding of our tools and resources, educating clients on their usage.
• Handle client inquiries, concerns, and requests through various channels, such as phone calls and emails.
• Process endorsements accurately and efficiently, reviewing and delivering them to clients.
• Assist clients in setting up their access to CSR 24, our client self-service portal.
• Submit and follow up on claims, providing timely updates to clients.
• Address billing-related questions and assist clients in resolving any billing issues.
• Proactively follow up on cancellations, striving to retain clients whenever possible.
• Handle agency bill invoicing and finance agreements in a meticulous manner.
• Update underwriting contact information, maintaining a shared spreadsheet for easy access.
• Prepare proposals for clients, ensuring accuracy and professionalism.
• Support the SBU (Small Business Unit) renewal process by facilitating necessary steps.
• Review the communication log regularly to ensure correct downloads and updates.

Qualifications:

• Previous experience in customer service or a related field is preferred.
• Excellent communication skills, both verbal and written, with a strong focus on active listening.
• Thorough knowledge and understanding of company policies, procedures, and industry regulations.
• Results-driven mindset with a commitment to achieving client satisfaction and retention goals.
• Ability to work collaboratively in a team environment, supporting and assisting colleagues.
• Proficient in educating clients on the use of tools and resources to enhance their experience.
• Strong organizational skills, with the ability to handle multiple tasks and prioritize effectively.
• Attention to detail and accuracy in processing endorsements, claims, and billing inquiries.
• Familiarity with agency bill invoicing and finance agreements is a plus.
• Comfortable working with computer systems and navigating relevant software applications.
• Flexibility and adaptability to changing priorities and evolving client needs.

Join this dedicated team and make a significant impact on our clients' experience and overall success. Embrace the opportunity to provide exceptional customer service while contributing to the growth and cohesion of this remarkable organization.

Apply now with your resume and a cover letter highlighting your passion for customer satisfaction and team collaboration.