Tower Hill Insurance Group · 7 hours ago
Customer Service Representative
Lexington, KY
Full-time
Onsite
Entry, Mid Level
2+ years expTower Hill Insurance Group is experiencing growth and is seeking a talented Customer Service Representative. This role is responsible for providing excellent customer service support to Insureds, Agents, and related businesses via telephone, emails, or mail correspondence.
Commercial InsuranceCustomer ServiceFinancial ServicesInsurance
Responsibilities
Handle inbound/outbound phone and email inquiries about policy changes, renewals, billing information, cancellations, initial claim reporting, claims status, policy guidelines and procedures, policy quoting, and ability to discuss the policy declarations page in detail
Service the following contact center queues (Policy Inquiry, Claims, Agency Service, Commercial and TH Specialty Policy and Agency Service) other queues may be assigned as needed
Achieve a monthly production score of 87% or above for the following categories: Call Performance, Policy Audits, Aux Reporting, Schedule adherence, and Attendance for six consecutive months
Discuss and provide detailed explanation of our Policy Declarations Page which lists each coverage associated with premium amounts
Discuss detailed information of endorsement changes made to the policy
Provide detailed breakdown of Tower Hill Insurance Exchange
Document summary of each customer contact via our system applications
Rely on instructions and pre-established guidelines to perform the functions of the job
Provide professional and correct information in a business-like and friendly manner with the goal of ensuring customer satisfaction
Strive for first-call resolution, including providing options and alternatives to best assist the customer
Maintain full knowledge of department FAQs documents
Work extended hours to meet Call Center demands and during catastrophes events as needed
Prepare faxes, emails, receipts, and other correspondence as requested
Conform to proper business etiquette and company guidelines including THIG core values with a positive attitude
Assist leadership with special projects and other assigned tasks
Qualification
Required
Candidates must reside within 50 miles of our Lexington, KY office and be willing to work on-site
A minimum of two (2) to three (3) years of customer service or call center work experience is required
High School Diploma or GED required
Valid Driver's License required
Preferred
Previous work experience in insurance services or related service industry is a plus
Professional Insurance Designations preferred
Florida 4-40 Customer Service License preferred
Benefits
Medical
Dental
Vision
Life & Disability Insurance
401(k)
Health Savings Account
Accident, Critical Illness and Hospital Indemnity
Pet insurance
Paid time off & Holiday pay
Company
Tower Hill Insurance Group
Founded in 1972, Tower Hill Insurance is a leader among residential and commercial property insurers.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
W.T. Shively
Founder
Recent News
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