P&C Customer Service Representative II

Pharmacists Mutual Insurance Group has an opening for a Customer Service Representative II. This role responds to internal and external customers and Agency or Company personnel requests for information on agency companies and products, including quoting assistance as needed.  This role involves handling inquiries, processing service requests, resolving issues, and maintaining strong client relationships to ensure satisfaction and retention. Will work with all agency carriers.

Customer Service Representative II

• Responsible for moderately complex customer inquiries.
• Manages customer inquiries with minimal direction and assistance.
• Maintains a working knowledge of all products, services, and procedures with all agency carriers.
• Demonstrates a history of high-quality work, dependability, and timely service responses.

Essential Functions

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

• Provide help and advice to customers regarding policy and/or billing questions through professional communication. including investigating and solving the customer’s areas of concern.

• Process claim reports and follow-up with Company and/or client.
• Stay current on product knowledge, industry trends, and compliance requirements.
• Evaluate opportunities to enhance customer satisfaction and retention.
• Process policy changes, renewals, claims, and billing inquiries.
• Maintain detailed and accurate customer records in the agency management system according to company guidelines.
• Seeks referrals from client base and refers leads to appropriate Agents or Customer Service Representatives.
• Identify opportunities to upsell or cross-sell products and services.
• Complete general office administration duties.

Knowledge, Skills and Abilities

• Thorough working knowledge of insurance policies and coverage in order to properly fulfill the needs of our customers.
• Knowledge of principles and practices of insurance underwriting, insurance sales, and collection and interpretation of data.
• Ability to use initiative and apply innovative thinking.
• Ability to organize and prioritize work.
• Establish and maintain effective working relationships in a team environment through written and oral communication.
• Correct English usage, spelling, grammar, vocabulary and punctuation.
• Ability to work independently to make critical decisions and analyze complex issues.
• Contribute effectively to the accomplishment of all goals and objectives.
• Ability to interpret and apply laws, rules and regulations.
• Obtain and utilize sensitive information discreetly and objectively.
• Maintain records; prepare reports/correspondence related to the work.
• Read, interpret, and input data efficiently and accurately.
• Determine when to escalate concerns to the appropriate level of management.
• Utilize computer and related software effectively.
• Must possess high level of customer service skills, empathy, and accountability.