Customer Service Representative

SUMMARY:

The Customer Service Representative plays a key role in delivering exceptional service in a fast-paced Call Center setting. This role involves assisting policyholders, agents, brokers, and Ameritrust Service Center team members with inquiries related to billing, premium audits, claims, and policies. CSRs are expected to manage multiple system applications simultaneously while providing efficient and effective support to customers. Experience with handling a variety of digital tools and addressing customer needs across different platforms is essential for success in this position.

ESSENTIAL FUNCTIONS:

• Address inquiries received via phone, chat and email concerning direct bill invoices. Supply policyholders and agents with direct bill history upon request. Process policy modifications for accounts within our direct written programs and assist customers with requests related to payment plan adjustments, premium transfers or waivers, and refund processing.
• Respond to policy premium billing and servicing.
• Respond to questions from insureds and agents regarding premium audits. 
• Respond to claims inquiry calls from policyholders, claimants, agents and medical providers.
• Communicate with Business Development Consultants and agency personnel by phone, chat and email regarding policyholder issues within their program. 

• Performs other related duties as assigned. 

 KNOWLEDGE, SKILLS AND ABILITIES REQUIRED TO PERFORM ESSENTIAL FUNCTIONS:

1. High School diploma or equivalent required.  College course work and/or degree preferred.
2. Two years of experience with commercial lines insurance. Property & Casualty insurance required or the ability to obtain this license in the required amount of time after starting position.
3. Proficient in Microsoft Office applications including Word, Excel and Outlook.
4. Strong customer service skills.
5. Must be detail-oriented and possess strong problem-solving skills. 
6. Ability to multi-task.
7. Strong organization and time management skills.
8. Excellent verbal and written communication skills.
9. Excellent organization skills and strong customer service skills.

10. Sit, stand, walk/ambulatory

WORKING CONDITIONS:

Work is performed in an office setting with no unusual hazards. 

The qualifications listed above are intended to represent the minimal skills and experience levels associated with performing the duties and responsibilities contained in this position description. The qualifications should not be viewed as absolute standards, but as general guidelines that should be considered with other position-related criteria.

PAY RANGE:

Actual compensation decision relies on the consideration of internal equity, candidate’s skills and professional experience, geographic location, market, and other potential factors. It is not standard practice for an offer to be at or near the top of the range, and therefore a reasonable estimate for this role is between $54,000 and $90,550.

We are an Equal Opportunity Employer.  Diversity is valued and we will not tolerate discrimination or harassment in any form. Candidates for the position stated above are hired on an "at will" basis.  Nothing herein is intended to create a contract.

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