Property and Casualty Licensed Customer Service Representative

This position has front-line interaction with customers, including answering phones to respond to general customer inquiries, invoice questions, payment information, customer change requests, and customer complaints. The position is responsible for projecting a professional company image through phone interaction. REPONSIBILITIES Answers a high call volume and responds to requests promptly. Identifies, researches, and resolves issues using AS400, Salesforce, Mitel, Microsoft, and other applications and resources. Researches billing issues with a working knowledge of primary billing ledgers. Processes insurance endorsements, such as adding or removing vehicles from a policy, changing insurance coverages, and other transactions. Processes credit card and check payments. Provides product/service information and offers add-on products. Articulates information or direction to a customer's level of understanding. De-escalates complaints or concerns. Follows-up on inquiries not immediately resolved. Shows empathy while providing one-call resolution. Maintains expected performance levels and meet or exceed KPIs. Protects proprietary information belonging to the Company. Performs other related duties as assigned JOB REQUIREMENTS High school diploma or equivalent is required. Minimum one year of Call Center experience or two years in Customer Service experience. Proficient reading, oral and written communication, and math skills. Must be able to work flexible schedules and have availability to work during core services hours from 6 am to 8pm Mon-Fri and 8 am to 5 pm Sat. Computer literacy with the ability to learn customer service software applications. Bilingual communication skills in both English and Spanish strongly preferred. Superb phone and soft skills, including active listening, independent problem-solving, and responding professionally and compassionately. Ability to navigate between multiple screens, databases, and complex data entry applications while engaging the customer on the call. Demonstrated organizational skills and ability to prioritize. Ability to adapt and adhere to policies and procedures. Must have attributes of a team player committed to growth and development. Proficiency in Microsoft Office and Outlook. Data Entry and proficient keyboard skills.