Toyota Insurance · 2 hours ago
Customer Service Retention Specialist
United States
Full-time
Remote
Entry, Mid Level
2+ years expToyota Insurance is a joint venture focused on selling and servicing innovative auto insurance products. The Customer Service Retention Specialist is responsible for delivering exceptional customer experiences through inbound and outbound service calls, aiming to enhance customer satisfaction and retention while achieving targeted service and sales goals.
Auto InsuranceFinancial ServicesInsuranceProperty Insurance
No H1B
Responsibilities
Handle customer service calls that route to the Call Center – answer billing questions, make policy changes as requested, identify Cross Sell/Service opportunities, and offer additional products that offer the customer value (multi-policy discounts & increase retention by securing additional products)
Responsible for handling employee inbound calls:
Sales – Auto insurance (non-employee vehicle), Home insurance, etc. through Farmers/Liberty Mutual insurance companies (offer Toyota employee discount)
Service – All products sold through TIMS; answer billing questions, make policy changes as requested, identify Cross Sell/Service opportunities, and offer additional products that offer the customer value (multi-policy discounts & increase retention by securing additional products)
Ensure the BEST experience/interaction is delivered when working with Toyota employees – encourage positive “word of mouth” feedback throughout the Toyota ecosystem
Handle all TIMS HOLD/House accounts business retention results and responsible for favorable results (renew the policy and/or salvage the business relationship and shop it with other carrier partners)
Cross Sell/Service – find and offer relevant additional product/s to help offset premium increases and/or discount
Responsible for contributing to the organization’s bottom line by being a critical part of keeping business on the books (Call Center as a starting point, potential expansion to support POS/Dealership channel in the future)
Sales agent back up – as needed, as call/lead volume warrants, will step into the role and be responsible for sales production (pro-rated goal will be assigned by Call Center Management)
Qualification
Required
Insurance sales experience: 5 years (Preferred); 2 years (Required)
Property and Casualty (P&C) Insurance License (Required)
Bilingual (Spanish/English) or multilingual
Minimum of 1-year insurance customer servicing
Excellent interpersonal communication skills, verbal and written
Ability to adapt to changes in business requirements (i.e.: shift and weekend work schedules)
Excellent active listening skills
Ability to self-manage and prioritize workload
Proficient computer skills, specifically with Microsoft Office products and Agency Management Systems (ASM)
Detail oriented
Customer Focus
Relationship builder
Business Acumen
Preferred
College degree preferred, but not required
Previous experience with luxury carriers such as Chubb
Company
Toyota Insurance
Toyota Insurance Management Solutions, including its affiliates Connected Analytic Services and Advanced Connectivity (collectively “TIMS”) is a joint venture between Aioi Nissay Dowa Insurance Services, USA (AIS), Toyota Financial Services International Corp., and Toyota Connected, USA.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase