Commerical Insurance Customer Service Representative

Insight Global is seeking to hire multiple Customer Service Reps for a commercial insurance organization based in Wilkes-Barre, PA. This will be a hybrid role that starts onsite during training and reverts to a 3 day/ week schedule after the first 6 weeks.

The Call Center Customer Service Representative is responsible for communicating over the phone with insureds, agency personnel, providers, claimants, vendors, and any other callers with questions related to insurance products and services.

Essential Responsibilities and Principal Accountabilities

• Interacts with customers via inbound and outbound phone calls specific to certain inbound skills.
• Resolves customer inquiries or escalates to the appropriate department.
• Provides clear and concise information to customers.
• Maintains accurate and detailed records of customer interactions.
• Adheres to quality standards and procedures to ensure consistent service.
• Provides feedback on services based on customer input.
• Utilizes the department’s policy and procedure manual as appropriate.
• Utilizes system software, internet resources, and an agency service center to answer call requests by accessing appropriate information from the system.
• Strives for customer satisfaction and remains polite and courteous under all circumstances.
• Owns each interaction and strives to resolve all customer inquiries with a focus on first-contact resolution.

Qualifications

• Excellent communication and problem-solving skills, with strong attention to detail and a customer-focused approach.
• Ability to work in a fast-paced environment.
• Demonstrates empathy and understanding toward customer concerns.
• Proficient in the use of computer systems and relevant software.
• Commitment to delivering exceptional customer service.
• Previous call center experience preferred.