OVERVIEW
The Customer Service Representative responds to all inbound calls, voicemail, messages left with Answer Kansas City, and email inquiries within one business day of initial contact; while providing personal interaction, building customer loyalty and reducing customer effort. REPORTS TO
The Customer Service Representative reports to the Manager in the Customer Service Department.  ESSENTIAL DUTIES
The essential duties for this role include, but are not limited to: Receiving inbound calls and placing outbound callsDetermine client needs: clarify desired information: effective date, premium amount, ID card request, explanation of benefits and general medicare questions.Fulfill request by providing accurate information or forwarding request to appropriate person/department. Provide prompt call-backs to clients to follow up on requested informationCommunicate effectively with carriers to confirm accurate information pertaining to client policies. Manage Customer Service email boxRespond to emails in a timely manner with accurate informationProvide additional support to agency sales staffHandle client inquiries once policy is issuedCommunicate with sales agents effectively and in a timely manner of client concerns: cancellations, application errors, app submitted inquires. Respond to agent emails requesting assistanceRecognize opportunity for up-sells; such as DVH or CI policies, offer basic suggestions then forward onto a licensed agent. Clearly and accurately maintain a record of all customer interaction in our CRM systemClear documenting of communication between client and customer service providing continuity and  a link between members of the team.Accurately updating any changes to the policy lead in a timely manner to reflect what the carrier site states to avoid miscommunication.Perform other duties ROLE COMPETENCIES
The competencies for this role include, but are not limited to: Learning Ability Problem Solving Dependability