Customer Service Representative

This position is on-site in Lexington, KY.

SUMMARY

Tower Hill Insurance Group has an exciting opportunity for a talented Customer Service Representative who enjoys intellectual challenges and is seeking a rewarding career with a company that is experiencing growth. Not only is Tower Hill Insurance one of Florida's most trusted names in homeowners insurance, but it offers great opportunities for career advancement and personal growth, along with very competitive benefits and rewards. We are growing at a consistent pace and seek professional individuals with drive, team mentality, who want to make an impact, and are committed to a long-term career in the insurance industry.

The Customer Service Representative is the entry professional level responsible for providing excellent customer service support to Insureds, Agents, and related businesses via telephone, emails, or mail correspondence. The role may also perform processing work as assigned when not providing customer service via phone, or email. Incumbents in this role must demonstrate the ability to successfully complete training and live call monitoring review.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Handle inbound/outbound phone inquiries about policy changes, review and discuss policy declarations page, renewals, billing information, cancellations, initial claim reporting and claim status.
• Service main contact center queues (Policy Inquiry, Claims, Claim Status, Commercial, and TH Specialty Policy) other queues may be assigned as needed.
• Achieve a monthly production score of 85% or above for the following categories: Call Performance, Policy Audits, Aux Reporting, Schedule adherence and Attendance for six consecutive months.
• Discuss basic information on the Policy Declarations Page including breakdown of property coverage, breakdown of premium charges, and deductibles as outlined on the policy.
• Provide detailed breakdown of Tower Hill Insurance Exchange.
• Document summary of each customer contact via our system applications.
• Rely on instructions and pre-established guidelines to perform the functions of the job.
• Provide professional and correct information in a business-like and friendly manner with the goal of ensuring customer satisfaction.
• Strive for first-call resolution, including providing options and alternatives to best assist the customer.
• Maintain full knowledge of department reference FAQ documents.
• Work extended hours to meet Call Center demands and during catastrophes as needed.
• Prepare faxes, emails, receipts, and other correspondence as requested.
• Conform to proper business etiquette and company guidelines including THIG core values with a positive attitude.

ADDITIONAL DUTIES

This job description reflects the general duties considered necessary to describe the essential functions of the job and should not be considered a complete description of all the work requirements and expectations of the position. Tower Hill reserves the right to assign duties not listed herein as necessary to accomplish the goals of the organization.