Customer Service Representative

Job Description

Job Description

About Us

As a partner company in one of the largest independent brokerages in the region, Ensurise, Abby Insurance, has over 50 years of combined experience helping individuals, families and business to protect themselves, their valuables, and their future. Abby Insurance is proud to be an independent insurance agency, built on the principles of providing superior customer service and insurance solutions. We have access to all the resources of an established, large insurance company, with all the attention to detail you’d expect from an independent, fast-moving company. At Abby Insurance, we believe in long-term relationships, starting with our team.

As an Ensurise company, in addition to cash compensation we provide health, dental, vision and disability insurance, paid time off, holiday pay, flexible schedule, and 401(k) matching, professional growth and career progression opportunities, respectful culture and work/family life balance, supportive teammates and a rewarding work environment. This position is also bonus-eligible.

About You

Our team is the key to our success. You are looking for a role working with opportunity to grow, providing exceptional customer service and you bring:

• At least 1 year of experience in an office or customer support role
• Abilty to multitask and manage multiple competing priorities
• Passion for helping others
• High facility with technology including Microsoft Office Suite (Word, Outlook, Excel, and PowerPoint) and data base or CRM software
• Strong communication, problem-solving, and data analysis skills with the ability to manage priorities in fast-paced environments.
• Abilty to work independently in a remote environment
• Ability to communicate in a second language (optional but helpful)
• Authorization to work in the United States

About the Job

In this role, you will be responsible for helping prospective customers understand and choose the right insurance policies for them from one of our many insurance carrier partners. This position will be responsible for responding to in-bound inquiries and sales outreach. Our property and casualty insurance products protect thousands of individuals and businesses from financial losses related to events like fire, theft, accidents, or natural disasters.

Key Responsibilities

• Respond to inbound calls from prospective customers for personal line auto and home insurance policies
• Educate customers on insurance policy details such as coverage and pricing
• Facilitate the customer experience by answering phone calls, emails, and other requests
• Provide attentive, high energy conversation with customers that show we are actively engaged in finding a policy that best fits each individual's needs
• Identify, assess and understand member needs and consistently provide complete and accurate advice and solutions for insurance products and services. Provide detailed issue diagnosis while minimizing transfers, escalations and call backs.
• Effectively problem solve and objection handle to remove barriers from the customer purchasing the policy with Abby Insurance
• Apply developing knowledge of personal lines insurance to assist members with foundational to moderately complex quotes, binding new business, rating, policy, billing, payment, underwriting, contract and coverage provisions, and premium changes for insurance products and services. Also, maintain respective trailing documents for all states.
• Efficiently operate in a virtual environment and navigate multiple systems/programs while maintaining an engaging member interaction that occurs across multiple channels.

Physical Requirements and Work Environment:

This position works in a normal office environment with controlled temperature and artificial lighting conditions. Long periods of sitting. Long periods of screen use. Ability to communicate in person and over devices. Ability to work in-person with team. Must be able to perform complex tasks requiring independent knowledge and its application to non-routine situations. Must be able to manage high-emotion situations.