Griffin Owens Insurance Group
Customer Service Representative
Position Description
Title: Customer Service Representative
Program: Agency Support
Reports To: Commercial Lines Manager
Position Summary
Provide assistance and administrative support for the agency's Commercial Insurance Department.
Essential Job Functions
Strives to answer all calls within three rings in a friendly and courteous manner.
Provide assistance and information to callers and connect the caller with the desired party if unable to help.
Accepts and processes clients’ payments.
Assists receptionist in reviewing, scanning, and routing all incoming mail and agency documents.
Processes returned mail and resends. Updates management system with correct information once obtained.
Required to make outbound calls to clients regarding: payment, certificate of insurance, or claims follow-up, etc.
Required to run “End of Day” and assist agents with e-memos.
Assists clients with setting up CPP billing and cleaning up accounts in AMS.
Processes requests for verification of insurance.
Processes documents using word processing software, agency database and spreadsheet, contact management systems, and other programs.
Maintains account files, including scanning, copying, file retention timelines, and purging of files.
Provides clerical backup/support for receptionist and other administrative staff as needed.
Transmits and receives faxes. Delivers or emails incoming faxes to appropriate personnel within one hour of receipt.
Performs other functions as assigned by management.
Knowledge, Skills, and Abilities
Must be organized, with demonstrated skills for effective verbal and written communication. Should have a strong understanding of agency systems. Must be highly knowledgeable about the mechanics and applications of word processing programs.
Must be bilingual in English and Spanish.
Must be willing to study and take the Property & Casualty insurance license exam after 90 days of employment.
Working Conditions/Environment
Fast-paced, multitasking office environment. Employees are provided a dedicated workstation with basic ergonomic setup features, such as an ergonomic keyboard and mouse, dual monitors, and an adjustable chair. Workstation accommodations and adjustments are provided upon request and evaluation.
Physical Requirements
Must be physically able to work at least 40 hours per week (or less if part-time) in the office. The employee must regularly see, hear, and project voice well enough without amplification. There is a frequent need for the employee to stand, sit, walk, use repetitive small motor activities, use hands and fingers, and reach with hands and arms. The employee is occasionally required to lift and carry up to 30 pounds, stoop, kneel, crouch, or crawl, and ascend and descend stairs. This position requires a high energy level and the ability to handle stress-related situations. The employee may be required to drive and travel unaccompanied in diverse weather conditions.
Other Requirements (Prerequisites)
Ability to use a personal computer, calculator, and agency automation system and demonstrate proficiency in various software programs, including but not limited to all Microsoft Office software suite programs.
Candidate must satisfactorily complete pre-hire employment assessments and maintain a satisfactory driving record. A civil and criminal history background check will be performed at the company’s expense. Physical attendance is required at regular and/or mandatory company meetings. Employees are encouraged to pursue relevant and/or mandatory company meetings. Employees are encouraged to pursue relevant professional designations; however, this is not required.
Applicable Laws
This employer complies with applicable federal, state, and local laws governing nondiscrimination in employment in every location where the company has facilities.
ADA: The employer will make reasonable accommodations in compliance with the Americans with Disability Act of 1990.
EEO: This is an equal-opportunity employer. The agency provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, or genetics.
OSHA: The employer will comply with OSHA requirements as applicable.
Closing
This job description is not intended as a contract and is subject to unilateral change and revision by management with or without prior notice at any time. Any written contractual agreements will supersede this job description.