Welcome to blithequark
At blithequark, we are committed to fostering an environment where employees from all backgrounds can build long and meaningful careers. As a purpose-driven organization, we believe progress happens when people feel secure. By providing protection for the unexpected and delivering it with care, we help people embrace today and confidently pursue tomorrow. Our Customer Response Center is the heartbeat of our customer service operations, and we are seeking an experienced Licensed Customer Service Representative to join our team.
Job Overview
As a Licensed Customer Service Representative at blithequark, you will provide timely, accurate, and responsive information and service to policyholders and agents for a division of Personal Lines products, plans, and programs. You will independently solve problems relating to policies within your scope and escalate others as appropriate. Your goal will be to identify, analyze, and own customer policy needs to ensure high customer satisfaction, growth, and retention of business.
Key Responsibilities
- Provide exceptional customer service by responding promptly to all inbound customer calls regarding personal lines policies, limited by line.
- Build rapport with each customer and listen to their requests and inquiries.
- Work to retain policyholders who inquire about canceling auto policies through open listening, negotiating, and policy review of customer issues.
- Use de-escalation tactics and, when necessary, escalate to the appropriate team.
- Process policyholder transactions accurately and within Customer Response Center established time standards.
- Interpret policy contracts to insured based on expert knowledge of personal lines auto products.
- Identify, understand, and interpret customer needs to implement resolutions and make recommendations for coverage enhancements.
- Understand aspects of billing systems as they pertain to policy coverage.
- Identify and communicate transactions and impact to policy premium.
- Evaluate and make decisions regarding exceptions to payment plan and fees.
- Manage and utilize time effectively to ensure the department meets required service levels for improved customer satisfaction results.
- Proficiently utilize online reference materials relating to auto policies to provide confident, accurate, and efficient service.
- Develop and maintain product, procedural, and technical systems knowledge.
- Complete licensing and continuing education requirements.
- Utilize technical systems, effectively and efficiently, including desktop, call center-specific phone systems, and have required internet connectivity.
- Perform additional duties as assigned.
Qualifications
To be successful in this role, you will need:
- An active P&C Producers insurance license, which is REQUIRED, in addition to at least 2 years of actively using the license.
- An Associate's degree and 1+ year of insurance experience preferred.
- 3-5 years of related customer service experience is required.
- Ability to review, record, and organize written data from a variety of sources with no prescribed format is essential.
- Excellent communication and interpersonal skills are required.
- Personal Lines producer insurance licenses are required upon hiring and training.
Skills and Competencies
The ideal candidate will possess:
- Analysis skills to identify and interpret customer needs.
- Billing and contract analysis skills to understand policy contracts and billing systems.
- Excellent communication and interpersonal skills to build rapport with customers and provide exceptional service.
- Customer response and customer satisfaction skills to resolve customer issues and retain policyholders.
- Desktop PC and technical systems skills to utilize online reference materials and technical systems efficiently.
- Insurance knowledge, particularly in personal lines auto products.
- Licensing and continuing education skills to maintain required licenses and knowledge.
- Needs assessment and negotiation skills to identify customer needs and provide recommendations for coverage enhancements.
- Problem-solving skills to resolve customer issues and make decisions regarding exceptions to payment plans and fees.
- Time management skills to manage time effectively and meet required service levels.
- Transaction processing and management skills to process policyholder transactions accurately and efficiently.
Career Growth and Learning Benefits
At blithequark, we are committed to helping our employees grow and develop in their careers. As a Licensed Customer Service Representative, you will have access to:
- Paid training to help you succeed in your role.
- Continuing education requirements to maintain your licenses and knowledge.
- Opportunities for career advancement and professional growth.
- A supportive and inclusive work environment that values diversity, equity, and inclusion.
Work Environment and Company Culture
At blithequark, we value our employees and strive to create a work environment that is supportive, inclusive, and respectful. As a remote worker, you will need to have:
- A quiet, secure, and distraction-free place to work.
- Dependable, wired internet connectivity with an upload speed of at least 5Mbps and a download speed of at least 25Mbps.
- A strong work ethic and ability to work independently.
We also offer a range of benefits, including:
- Competitive compensation and benefits package.
- Opportunities for career advancement and professional growth.
- A supportive and inclusive work environment that values diversity, equity, and inclusion.
- Recognition and reward programs to recognize and reward your contributions.
Compensation, Perks, and Benefits
At blithequark, we offer a competitive compensation and benefits package to our employees. As a Licensed Customer Service Representative, you can expect:
- A competitive salary and benefits package.
- Opportunities for career advancement and professional growth.
- A supportive and inclusive work environment that values diversity, equity, and inclusion.
- Recognition and reward programs to recognize and reward your contributions.
- Paid training and continuing education requirements to help you succeed in your role.
Conclusion
If you are a motivated and customer-focused individual with a passion for providing exceptional service, we encourage you to apply for this exciting opportunity. As a Licensed Customer Service Representative at blithequark, you will have the opportunity to work with a talented team of professionals who are dedicated to providing protection and care to our customers. Don't miss out on this chance to join a purpose-driven organization that values its employees and is committed to making a positive impact in the lives of our customers. Apply today and take the first step towards a rewarding and challenging career with blithequark!
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