Customer Service Representative

Please note: The salary range represents the low and high end of what may be paid for this position. It is not typical for an individual to be hired at or near the top of the pay range, and compensation decisions may be influenced by factors such as skills, qualifications, experience, and location.

Job Summary:

The Customer Service Representative will interact with the company’s customers by addressing inquiries, resolving complaints, and gathering policy information.

Duties/Responsibilities:

Interacts with customers via telephone to provide support, answer questions pertinent to existing insurance policies and determine appropriate course of action.
Fields client questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the Account Manager or other appropriate staff.
Handles all callers effectively; de‐escalating the call where appropriate and providing solutions that leave the customer satisfied with the resolution.
Resolves information gaps by contacting carriers and agencies as required, to gather policy information and other missing data, and updates systems and records as appropriate.
Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
Performs other related duties and supports other departments as assigned.

Required Skills/Abilities:

Excellent communication skills including active listening.
Service‐oriented; able to troubleshoot, resolve conflicts and empathize with customers.
Ability to make decisions quickly by balancing company guidelines and customer needs
Proficient computer skills with the ability to learn new software.
Basic knowledge of Microsoft Office and Excel.
Familiarity with basic office equipment.
Insurance knowledge is preferred but not required.

Education and Experience:

High school diploma or equivalent.
Customer service experience preferred

Physical Requirements:

Prolonged periods of sitting at a desk and working on a computer.
Must be able to lift up to 15 pounds at times.

Job Type: Full-time

Pay: $16.00 - $21.00 per hour

Benefits:

401(k)
Dental insurance
Health insurance
Paid time off
Vision insurance

Education:

High school or equivalent (Required)

Experience:

Customer service: 1 year (Preferred)

Ability to Commute:

Manassas, VA 20110 (Required)

Work Location: In person

Lee & Mason Financial Services, Inc.

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Customer Service Representative