Summary/Objective
The Service Specialist will interact with the company’s customers by addressing inquiries and resolving complaints, generally providing a higher level of customer support on a specific product or service.
Essential Duties & Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Specifically, this role will be responsible for:
- Establish and maintain relationships with Brokers/Insureds to ensure appropriate actions are taken to resolve their problems and/or concerns.
- Interacts with customers via telephone, email, online chat, or in person to provide support and information on an assigned product or service.
- Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
- Uses knowledge of a specific product, service, or other assigned area of expertise to answer inquiries or to process items within their delegated authority; items may be forward to the appropriate staff as needed.
- Maintains knowledge of new and existing products
- Proactively meet with other departments to triage needs and assist with departmental functions.
- Process daily billing transactions and reconciliation
- Offer occasional assistance to Underwriting with inputting/quoting new business
- Communicate with Insured’s relative to payment concerns/endorsement needs
- Attend/participate in meetings as needed
- Mentor newly hired employees; shadow on systems
- Performs other related duties as assigned.
Core Values
· Customer focused – viewing our business through the lens of our customers
· Being curious, learning fast – adjusting and experimenting our way to success
· Being bold and courageous – we must push and do things differently – best practice = average
· Being accountable – taking ownership and being responsible for how one’s actions, decisions, and performance impact LIO and our customers/stakeholders
· Being balanced – balancing the mission with the overall health and quality of life for our employees
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements list below is representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with dishabilles to perform the essential functions.
· Demonstrated ability to successfully collaborate at any level individually and within a team
· Ability to work in a virtual environment in a global organization and to effectively prioritize and execute tasks
· Demonstrates respect of diverse skills, personalities, and backgrounds of others at any level in the organization
· Proven ability to create a partnership culture to provide the best solution for the business
· Strong project management experience – planning the work, working the plan
- Ability to multi-task and work effectively in a small team, very entrepreneurial environment
- Excellent communication skills including active listening.
- Service-oriented and able to resolve customer grievances.
- Proficient computer skills with the ability to learn new software.
- Knowledge of, or ability to learn, product, service, or area of customer service specialization.
- Understanding of the billing process; handling pending cancellations, policy reinstatements, collection of overdue premiums, etc.
· Customer Centricity Execution – Familiarity with organization’s policies, standards and procedures guiding customer interactions to resolution while providing a high level of service.
· Relationship Management – An ability to cultivate strong working relationships with internal and external customers.
· Products & Services – Strong working knowledge of LIO’s products and services. Preferred not mandatory
· Decision Making – Ability to thoroughly investigate and answer inquires using tools available to resolve a given issue.
· Accountability - taking ownership and being responsible for how one’s actions, decisions, and performance impact LIO and our customers/stakeholders
Required Education and Experience
- High school diploma or equivalent.
- 1-3 years Customer service experience preffered not mandatory
Preferred Education and Experience
- Bachelor’s Degree
- Some experience with the product or service to which the specialist will be assigned preferred.
- Property & Casualty license preferred or obtained within the first year of employment.
Additional Eligibility Requirements (Certificates, Licenses, Required/Preferred)
- Insurance designations such as AINS (Associate in Insurance) ACSR (Accredited Customer Service Rep) of CISR (Customer Insurance Service Representative) a plus
Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear. The employee must occasionally lift or move office products and supplies, up to 20 pounds.
Position Type/Expected Hours of Work
This is a full-time position. Expected days and hours of work are Monday through Friday, 8:30 a.m. to 5 p.m. This position may require long hours and weekend work.
Travel
No travel is expected for this position.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Job Type: Full-time
Pay: $58,000.00 - $60,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Supplemental pay types:
Weekly day range:
Work setting:
Ability to Relocate:
- Conshocken, PA: Relocate before starting work (Required)
Work Location: In person