Customer Service Representative

The Customer Service Representative serves clients by providing product and service expertise to client requests or concerns to help maintain a high client retention level. The representative manages multiple modes of communication, primarily via email, in a timely manner, including emails and website requests. A comprehensive understanding of customer service policies is required to know when issues need to be escalated to management for resolution. Principal responsibilities include timeliness when interacting with clients, brokers, or insurance company partners to create a positive experience. The representative documents all activity in on-line client file to ensure quality and responsiveness, providing prompt, efficient, high-quality service to all client. Resolving product or service problems by clarifying the customer's complaint and recommending the best solution to solve the problem, and maintains quality results by following established procedures and making recommendations for changes.