Customer Service Specialist

Full-time - Entry Level

Hybrid - Van Wert, OH

Insurance Carriers and Related Activities

About the position

As a Customer Service Specialist at Central Mutual Insurance Company, you will play a crucial role in delivering exceptional customer service and support to both internal and external customers. This position involves handling a high volume of incoming calls and emails, addressing customer inquiries, and providing solutions to meet their needs. You will work within various systems to process transactions and maintain strong relationships with policyholders and agents, all while upholding the company's values of integrity, relationships, and excellence.

Responsibilities

• Service a high volume of incoming calls and emails from policyholders, agents, and internal customers.
• Exercise initiative and judgment while researching and responding to customer inquiries.
• Proactively provide solutions and options to customer needs.
• Apply knowledge of the billing system and other applicable systems.
• Process electronic premium payments from customers.
• Handle a variety of billing-related transactions including billing revisions, reinstatements, payment plans, billing methods, and due day changes.
• Acquire, maintain, and apply basic understanding of Personal Lines and Commercial Lines insurance.
• Work within many supporting systems to fully service incoming requests.
• Handle a variety of policy-related transactions and other customer service-related tasks.
• Soft-sell various electronic options to customers.
• Train others as needed.
• Create and maintain strong relationships with agents, policyholders, and other internal stakeholders.
• Demonstrate strong interpersonal skills with a collaborative style.
• Communicate effectively and professionally using proper grammar both orally and in writing.
• Prioritize multiple tasks to meet required deadlines and work independently.
• Assist with testing initiatives.

Requirements

• 1 year consistent experience in a professional-level customer service environment is required.
• Ability to build rapport with each customer, both internal and external, and actively listen and respond to requests.
• Demonstrates strong interpersonal skills with a collaborative style.
• Ability to comprehend and communicate effectively and professionally using proper grammar both orally and in writing.
• Strong analytical, comprehension, and mathematical skills.
• Demonstrate strong time management skills to effectively prioritize multiple tasks to meet required deadlines.
• Ability to work independently and as part of a team.
• Exercise initiative and judgment while researching and solving customer inquiries.
• Strong attention to detail.
• Adaptable to change.
• Conflict resolution and strong problem-solving skills.
• Ability to understand Central Insurance's policies and processes.

Nice-to-haves

• Knowledge of the Microsoft product suite.
• Bilingual (Spanish).
• Exceptionally strong customer handling, conflict resolution, and problem-solving skills; focus on quality of customer experience.

Benefits

• Competitive pay rates
• Work / life balance (no weekends)
• Hybrid work model after completion of training
• Career advancement opportunities
• Tuition Reimbursement
• Comprehensive benefits package that starts on your first day (for full-time employees)