Customer Service Specialist - Auto/Home - Marsh Global Consumer

Description Marsh Global Consumer designs, sells, implements and administers insurance-related risk management and financial service programs that generate revenue, promote loyalty, reduce costs, and increase efficiency for sponsoring clients. Supports existing policyholders through answering telephone calls, responding to inquiries, fulfilling customer requests, and performing required administrative functions.
 

• Answers calls, performs research, processes customer requests, documents as appropriate, and responds both verbally and through writing.  May also make outbound calls.
• Asks appropriate questions and serves as a resource of information when attempting to retain existing business.
• Enters all information related to the call for tracking and reporting purposes.
• Develops relationships with both internal and external customers.
• Elevates reoccurring issues to management.
• Other duties as assigned.

Customer Service Specialist I - Answers general questions.  Requires basic knowledge of position.
 
Customer Service Specialist II - Answers more complex questions.  Possesses higher level of knowledge and call center skills.  May offer and explain other lines of business to existing customers and transfers to appropriate individual as necessary.  May perform administrative tasks supporting application processing.  Prepares appropriate written responses to customer or prospect email inquiries.  May follow up on leads and internet applications to assist in producing sales.  Appropriate license must be obtained if necessary for the position.
 

Requirements

• High school diploma required and college degree preferred.
• Customer service or sales experience preferred.
• Excellent written and verbal communication skills to effectively interact with customers.
• Excellent organizational and time-management skills to handle multiple tasks.
• Detail oriented to ensure accuracy.
• Above average problem solving skills to resolve customer service issues.
• Basic computer skills and the ability to navigate through multiple systems without assistance.
• Property & Casualty license must be obtained for position.

 
Core Competencies

• Communicating with Impact
• Critical Thinking & Problem Solving
• Service Orientation