Customer Service Representative

Customer Service Representative

Training for first 4 weeks is 9:00 - 5:30. Then shifts can vary but we typically Candidates will start on the later shift 11:30 - 8;00.

Position Summary:

Serves as a liaison between external customers, clients and internal staff. Provides exemplary assistance and support; addresses customer issues and ensures effective and long-term problem resolution. Additionally provides clerical and administrative support and works on special projects as assigned.

Responsibilities:

• Communicates with co-workers, management, clients, vendors, and others in a courteous and professional manner.
• Participates in special projects as assigned.
• Maintains the integrity of the company and products offered by complying with federal and state regulations as well as company policies and procedures.
• Responds to the service needs of policy owners, general agents, producers, field personnel and home office employees, maintaining ownership until completed
• Acts as primary service contact for customer.
• Provides technical guidance, information and procedural advice on a variety of customer service issues requiring knowledge of products and services.
• Identifies, recommends, and implements conservation approaches to enhance asset retention and improve persistency.
• Responds to telephone or electronic inquiries.
• Handles all service requests from customer within service standards.
• May need to conduct research to complete service request. Monitors service activity, prepares service reports and troubleshoots technical problems.
• Assists in processing policy level transactions within level of authority.
• Communicates with co-workers, management, clients, vendors, and others in a courteous and professional manner.
• Participates in special projects as assigned.
• Maintains the integrity of the company and products offered by complying with federal and state regulations as well as company policies and procedures.

Qualifications:

• High School Diploma or equivalent is required; Associate's Degree preferred.
• 4-40 Customer Service Representative Licensure a plus; must be willing and able to ascertain licensure within 6 months.
• One year experience in Customer Service area; in the property and casualty segment preferred.
• Proficiency with Microsoft Office products required; internet research tools preferred.
• Demonstrated customer service focus / superior customer service skills.
• Excellent communication skills and ability to interact on a professional level with internal and external personnel
• Results driven with strong problem solving and analytical skills. Ability to efficiently navigate through systems and websites to maximize time with callers.
• Ability to work in a fast paced environment; and manages changing priorities effectively.
• Ability to work within a call center scheduled environment.
• Detail-oriented and exceptionally organized
• Fluency in Spanish or other languages a plus
• Collaborative partner; ability to contribute to a positive work environment.

General Information:

All employees must pass a pre-employment background check. Other checks may be needed based on position: driving history, credit report, etc.

The preceding job description has been designed to indicate the general nature of work performed; the level of knowledge and skills typically required; and usual working conditions of this position. It is not designed to contain, or be interpreted as, a comprehensive listing of all requirements or responsibilities that may be required by employees in this job. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.


Heritage Insurance Holdings, Inc. is an Equal Opportunity, Affirmative Action Employer. We will not discriminate unlawfully against qualified applicants or employees with respect to any term or condition of employment based on race, color, national origin, ancestry, sex, sexual orientation, age, religion, physical or mental disability, marital status, place of birth, military service status, or other basis protected by law.