Objective

The Bilingual (Spanish/English) Customer Experience Specialist provides excellent customer experience for potential and existing customers. Identifies opportunities to cross sell and coordinates with sales specialists for follow-up. Assists the agency owner with attaining agency service goals.

Customer Service

• Provides personalized, professional customer service experiences through building trust and developing strong customer relationships.
• Responds to customer inquiries regarding coverages, billing, claims or products by following established agency processes and procedures.
• Drives customer satisfaction by following the J.D. Power’s best practices: Personal Insurance Review, rate revision notification and claims process.
• Processes changes to existing accounts and policies
• Serves as a liaison on behalf of the customer between the agency and various business partners.
• Assists customers with claims by directing them to the appropriate Claims Department contacts and resources. Follows up to ensure customer needs are addressed.

Agency Operations

• Schedules appointments with existing or prospective customers for agency employees
• Performs daily administrative functions to assist the agency owner, office manager or sales unit manager.
• Assists with set up and execution of agency events.
• Assist with cash handling and banking activities.

Insurance Sales

• Participates in reviews of existing coverages and may advise customers regarding policy options.
• Estimates and quotes policy premiums complying with underwriting guidelines.
• Identifies cross-selling opportunities during customer interactions and takes appropriate action.
• Contacts appropriate business partners for guidance when needed.

Education/Licenses/Designations

• Property, casualty licenses (life and/or health to be determined by the agent). Licenses must be maintained to continue employment.
• Valid driver’s license required.

Role Requirements

• Demonstrated customer service experience.
• Effective communication skills
• Experienced with PC software applications (Microsoft Office Suites, Internet Explorer)
• Solid knowledge and understanding of basic mathematical skills.

Working Conditions

• This position may require the ability to work a schedule that includes evenings, nights, and/or weekends.
• General office setting