Commercial Customer Service Coordinator at Greylock Insurance assisting customers with policy inquiries and ensuring satisfaction. Responsible for a range of functions in support of the insurance agency.
About the role
- Customer Service Representative handling customer inquiries via calls and emails for specialty equipment. Responsibilities include document processing and issue resolution while promoting customer satisfaction.
Responsibilities
- Processes incoming insurance documents, accurately entering customer information into internal systems.
- Handles inbound and outbound phone calls to address customer inquiries and follow-up on documentation or account issues.
- Reviews and replies to correspondence received through email customer service channels.
- Researches and resolves simple to moderately complex concerns and inquiries in real-time for customers and policyholders; refers more complex issues to more experienced staff.
- Determines the best method to resolve issues to ensure customer satisfaction and adherence to the organization’s policies.
- Coordinates problem resolution with necessary internal and external teams.
- Documents and updates customer records based on interactions.
- Works within guidance to arrange and prioritize activities to meet business objectives.
- Participates in team initiatives and shares feedback to improve processes and customer experience.
- Performs other duties as assigned.
Requirements
- High School Diploma or equivalent experience
- Generally, a minimum of 3 years of Customer Service or Contact Center experience, with a focus on data entry, email, and/or live chat servicing.
- Excellent written & verbal communication skills.
- Proficient keyboard skills with a typing speed of 40+ WPM.
Benefits
- medical, dental, and vision plans starting on day one
- PTO
- paid holidays
- commuter benefits
- employee stock purchase plan
- education reimbursement
- paid parental leave/adoption assistance
- 401(k) plan with company match
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