Customer Service Representative (CSR) - Hutchinson, KS Office

A Day in the Life:

A Customer Service Representative (CSR) is a career focused and relationship driven position. This individual must work cohesively as a team, as well as have a go-getter, supportive attitude. The employee must be flexible with a service mindset and eagerness to support others.

As a licensed property and casualty agent, the CSR is a vital position in the operations department. You will spend a typical workday servicing insured accounts in a timely, resourceful, and professional manner. This is handled by phone, email, text, or in-person conversations with insureds, co-workers in all departments, or an underwriter of an insurance carrier. The types of service work you could perform include quoting and writing new business, changes to an existing policy, renewals, billing, and general insurance coverage/policy questions and processes.  Daily, you will prepare applications, workbooks, and supporting documents; review documents and other information for completeness and accuracy, as well as submit prepared documents to the agency customer and appropriate insurance carriers.

The integrity of ProValue’s agency management system relies heavily on the customer service agent. Being able to comprehend and follow the agency procedures and workflows accurately and timely is a key part of the position. Documenting and managing your book of business in our agency management system is essential. The CSR must have adequate self-organization skills. There must be attention to having a sense of urgency processing new business, changes, and daily workflows. The CSR must multi-task as a regular day-to-day function, as well as handle high peak season workloads.

A CSR is required and must want to learn and understand a wide variety of business industries including agribusiness, farming, main street commercial operations, and trucking. This includes a general knowledge of the various laws and regulations that are spelled out for each industry and the specific insurance coverages that would fit their businesses.

Employees who are successful in the CSR role are resilient and adaptable to constant change.  They are task focused and goal oriented.  They enjoy working ahead and do not get easily overwhelmed by managing lots of tasks and priorities.  They thrive on working ahead and meeting deadlines.  They enjoy working with other people and have a disposition that ensures positive interactions with others. 

The CSR position at ProValue Insurance is an extremely important role.  This position is one of four tiers within our Commercial Lines Operations Department. The opportunity for advancement and the required objectives are displayed in Addendum 1. It is more than just a job, it’s a career.

This position reports to the Vice-President of Operations or Commercial Lines Supervisor.

What You’ll Need to Do This Job:

A high school diploma or equivalent, with 1-2 years of direct customer service experience required or an equivalent combination of education and/or experience.

Must have or be willing to obtain a government issued photo ID.

Have or be willing to obtain the appropriate insurance licenses. Maintaining necessary Continuing Education and have the desire and ability to pursue professional designations, if approved.

Employee should conduct business in an ethical manner and be a person of the highest integrity and honesty.

Very dependable with a high sense of urgency.

High level of problem-solving ability.

Regular and dependable attendance to complete job tasks and responsibilities. 

Quality data entry and the ability to use and understand technology including a computer, smart phone, tablet and various software programs and applications.

Diligently maintain the Agency Management System’s integrity.

This position generally works in an office environment but is occasionally exposed to outdoor conditions or other locations. Long periods of sitting, standing and computer work are required. The ability to speak, hear, and type is also required. You will regularly lift 20 pounds or less.

This position will also be required to perform other duties as assigned by management.

Additional Information About the Role:

Commercial Lines Operations Tiering:

1. Customer Service Representative
2. Customer Service Agent
3. Account Manager
4. Senior Account Manager

Each Tier has specified objectives and requirements of completion prior to being considered for promotion on to the next tier. The below information provides a high-level overview of the skills and tasks that must be accomplished for each Tier.

1. Customer Service Representative:

• Must obtain insurance license.
• Must successfully complete all required Agency Management System training as well as other required insurance training.
• Must successfully complete training in regards to the Agency’s Procedures/Processes.
• In this phase, the agent will start to have accounts specifically assigned to their name for servicing.
• For continued employment within the Agency, individuals must achieve all of the outlined tasks above and proceed on to a Customer Service Agent.

2. Customer Service Agent:

• The Agent will train to be confident in servicing two “types” of business sectors.
• Completion of a Professional Designation is required.
• A designated Book of Business size is specified and successfully met and serviced by the Agent.
• The Agent is relied on for effectively backing up other Agents within the department as needed.
• The Agent is asked to participate in a specified number of account calls or discussions with other members in the office throughout the year.
• The Agent is expected to participate in continuing education courses provided by insurance carriers as well as any other relevant generic courses.
• Providing great teamwork and utilized as a reliable back up to others in the department is required.
• Agency Procedures/Processes are mastered.
• The Agent must be able to and willing to quote new business.
• A specified workload count is established and successfully met.
• Customer Service Agents may remain in this position for the lifetime of their career and continue to be a contributing member of the Operations Team. Advancement to an Account Manager is not required, but to do so, all items listed above are required along with maintaining requirements of a Customer Service Representative.

3. Account Manager:

• An increased designated Book of Business size is specified and successfully met and serviced by the Agent.
• Completion of an additional Professional Designation is required.
• This position must be willing and able to train others within the department.
• As they’ve mastered the Agency Procedures/Processes, these individuals will work to identify efficiencies for adaptation of workflows for the betterment of the department.
• The Agent will train to be confident in servicing three “types” of business sectors.
• The Agent is relied on for effectively backing up other Agents within the department as needed. They continue to improve on their teamwork skills and are a great resource to others in the department.
• Exceptional business relationships are formed with customers, carrier representatives and coworkers.
• The Agent is asked to participate in an increased number of account calls or discussions with other members in the office throughout the year.
• A specified workload count is established and successfully met.
• Account Managers may remain in this position for the lifetime of their career and continue to be a contributing member of the Operations Team. Advancement to a Senior Account Manager is not required, but to do so, all items listed above are required along with maintaining requirements of a Customer Service Agent.

4. Senior Account Manager:

• Maintains the designated Book of Business size specified. The Senior Account Manager may be assigned other accounts as needed by their supervisor.
• Senior Account Managers take initiative and show leadership qualities. They will look for various professional growth courses to further their professional development.
• This position will be seen as a mentor to new hires and must be willing and eager to train with them. They are heavily relied on for questions within the department and are seen as role models.
• As they’ve mastered the Agency Procedures/Processes, these individuals will work to identify efficiencies for adaptation of workflows for the betterment of the department. Regular conversations will be had with leadership. They will be expected to work on potential solutions.
• This position will be asked to take on additional responsibilities or duties and must maintain their previous workload while managing any new tasks.
• Exceptional business relationships are formed with customers, carrier representatives and coworkers. Due to this, these individuals can be asked to participate in various meetings as assigned by their supervisor. The expectation is that additional insight is received as well as relationships built.
• A specified workload count is established and successfully met.
• A Senior Account Manager is the highestranking tier in the Commercial Lines Operations Department. They are expected to maintain exceptional work and maintain all the requirements identified for previous tiers of employment.

DISCLAIMER

This Job Description indicates the general nature and level of work expected. It is not designed to cover every activity, duty or responsibility required of the employee. This job description in no way alters “employment-at-will” and is not a guarantee of employment now or in the future.

I agree that I can perform the job as stated above and am able to work in these conditions.