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Job Title

Customer Service Representative (Life & Agency)

Company

Pharmacists Mutual

City/State

Algona, IA

Employment Type

Part-Time

Job Description

Respond to customer, Field Representative, Sales Associate and agency or company personnel requests for information on agency companies and products, including quoting assistance as needed.  Contact customers, Field Representatives, Sales Associates and agency or company personnel within agreed upon timeframes to share information or relay the status of work in progress. 

Customer Service Representative

In training and being provided direction by manager to undertake all of the duties and expectations. Communicates with internal/external customers. Utilizes core competencies and skills to maximize customer experience.

Essential Functions may include, but are not limited to the following:

  1. Provide help and advice to customers regarding policy and/or billing questions
  2. Process claim reports and follow-up with company and/or client
  3. Communicate courteously with customers by telephone, email, letter and face to face
  4. Investigate and solve customer’s areas of concern
  5. Handle customer complaints
  6. Document discussions and correspondence with customers
  7. Visit customers as needed to provide one-on-one service
  8. Learn Agency products and services and keep up to date with changes
  9. Recognize new sales opportunities
  10. Complete general office administration duties

Qualifications

Knowledge, Skills and Abilities

  • Thorough working knowledge of policies and coverages in order to properly fulfill the needs of our customers; principles and practices of insurance underwriting, insurance sales, and collection and interpretation of data.
  • Ability to interpret and apply laws, rules and regulations
  • Obtain and utilize sensitive information discreetly and objectively
  • Maintain records, prepare reports and author correspondence related to the work
  • Listen to customer concerns and issues
  • Effectively resolve complex customer complaints
  • Provide alternative solutions, correct errors and resolve discrepancies
  • Analyze complex issues and make critical decisions
  • Read, interpret and input data efficiently and accurately
  • Communicate effectively with others (oral and written)
  • Follow oral and written directions; work effectively with others in a team environment
  • Contribute effectively to the accomplishment of team or work unit goals, objectives and activities
  • Establish and maintain effective working relationships with those contacted in the course of work
  • Provide effective customer service
  • Organize and prioritize work
  • Work independently and use initiative
  • Handle multiple tasks at once
  • Meet definite deadlines and deal with pressure situations
  • Utilize computer and related software effectively
  • Must possess high level of customer service skills and empathy

Minimum Qualifications

Education, Training and Work Experience
Associates Degree from an accredited college or university with a business discipline or closely related field and progressively responsible experience in customer service or similar field OR an equivalent combination of education, training and work experience.

Special Requirements, Licenses and Certificates

Must possess Property, Casualty, Life & Health licenses or obtain within 90 days of hire.

Hours/Shift

Part-time 12pm - 5pm

Salary/Wage

n/a

Academic Program

Associate of Arts, Bachelors Degree, Administrative Specialist, Business

Application Process

Submit resume to autumn.wirtz@phmic.com

 

Application Deadline

3/21/2014