HOURS FOR THIS ROLE ARE:

Our need is 9:00 – 1:00, but could do 9:00 – 12:00 or 10:00 – 1:00.

Job Summary:

The Customer Service Representative is responsible for assisting policy owners and agents by phone, on-line and through written requests. The CSR resolves problems and works to preserve business for the company. The CSR is responsible for achieving goals for quality and quantity individually and helping the department to achieve them as well.

Essential Duties and Responsibilities:

• Respond to the service needs of policy owners, general agents, producers, field personnel and home office employees, maintaining ownership until completed
• Act as primary service contact for customers and agents
• Provide technical guidance, information and procedural advice on a variety of customer service issues, requiring knowledge of products and services
• Respond to telephone, on line, and written inquiries
• Process policy level transactions within level of authority
• Conduct research when needed to complete service requests
• Handle all service requests within department service standards
• Prepare service reports when requested
• Troubleshoot technical problems
• Communicate with co-workers, management, clients, vendors, and others in a courteous and professional manner
• Identify, recommend, and implement customer conservation approaches to enhance policy retention
• Maintain compliance with Heritage’s Best Practices.
• Maintains the integrity of the company and products offered by complying with federal and state regulations as well as company policies and procedures.
• May perform other duties and responsibilities as assigned.

Job Qualifications:

• High School Diploma or equivalent is required; Associate's Degree preferred.
• 4-40 Customer Service Representative Licensure a plus; must be willing and able to ascertain licensure within 6 months.
• One year experience in Customer Service area; in the property and casualty segment strongly preferred.
• Proficiency with Microsoft Office products required; internet research tools preferred.
• Demonstrated customer service focus / superior customer service skills.
• Excellent communication skills and ability to interact on a professional level with internal and external personnel
• Results driven with strong problem solving and analytical skills. Ability to efficiently navigate through systems and websites to maximize time with callers.
• Ability to work in a fast paced environment; and manage changing priorities effectively.
• Ability to work within a call center scheduled environment.
• Detail-oriented and exceptionally organized

General Information:

All employees must pass a pre-employment background check. Other checks may be needed based on position: driving history, credit report, etc.

The preceding job description has been designed to indicate the general nature of work performed; the level of knowledge and skills typically required; and usual working conditions of this position. It is not designed to contain, or be interpreted as, a comprehensive listing of all requirements or responsibilities that may be required by employees in this job. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Heritage Insurance Holdings, Inc. is an Equal Opportunity, Affirmative Action Employer. We will not discriminate unlawfully against qualified applicants or employees with respect to any term or condition of employment based on race, color, national origin, ancestry, sex, sexual orientation, age, religion, physical or mental disability, marital status, place of birth, military service status, or other basis protected by law.