Objective
The Bilingual (Spanish/English) Customer Experience Specialist provides excellent customer experience for potential and existing customers. Identifies opportunities to cross sell and coordinates with sales specialists for follow-up. Assists the agency owner with attaining agency service goals.
Customer Service
- Provides personalized, professional customer service experiences through building trust and developing strong customer relationships.
- Responds to customer inquiries regarding coverages, billing, claims or products by following established agency processes and procedures.
- Drives customer satisfaction by following the J.D. Power’s best practices: Personal Insurance Review, rate revision notification and claims process.
- Processes changes to existing accounts and policies
- Serves as a liaison on behalf of the customer between the agency and various business partners.
- Assists customers with claims by directing them to the appropriate Claims Department contacts and resources. Follows up to ensure customer needs are addressed.
Agency Operations
- Schedules appointments with existing or prospective customers for agency employees
- Performs daily administrative functions to assist the agency owner, office manager or sales unit manager.
- Assists with set up and execution of agency events.
- Assist with cash handling and banking activities.
Insurance Sales
- Participates in reviews of existing coverages and may advise customers regarding policy options.
- Estimates and quotes policy premiums complying with underwriting guidelines.
- Identifies cross-selling opportunities during customer interactions and takes appropriate action.
- Contacts appropriate business partners for guidance when needed.
Education/Licenses/Designations
- Property, casualty licenses (life and/or health to be determined by the agent). Licenses must be maintained to continue employment.
- Valid driver’s license required.
Role Requirements
- Demonstrated customer service experience.
- Effective communication skills
- Experienced with PC software applications (Microsoft Office Suites, Internet Explorer)
- Solid knowledge and understanding of basic mathematical skills.
Working Conditions
- This position may require the ability to work a schedule that includes evenings, nights, and/or weekends.
- General office setting