Customer Experience Officer

Company:

Description:

Job Summary:

Supports the company’s customer service delivery as the primary point of contact for customers.  Under direct supervision, works closely with customers, agents, and fellow employees to resolve inquiries and issues promptly and efficiently.    

Duties & Responsibilities:

• Interacts and provides exceptional customer service to customers, including difficult or irate customers by phone, in person, or by email to deliver the best service possible

• Answer incoming phone calls promptly and complete requested tasks or direct calls to the appropriate person in the company if the inquiry cannot be resolved on the first contact.

• Place outbound calls as necessary to complete Customer inquiries.

• Answer and service customers regarding billing issues including receiving and processing payment when applicable.

• Perform duties in accordance with Customer Service Center’s objectives and standards for customer and third-party inquiries such as:

• Issue Auto ID cards and other related documents

• Changes to mailing address

• Addition/deletion of auto(s)

• Cancellation requests, generate LPR, distribute to customer

• Issue copies of certificates of insurance (COIs), proof of coverage, and evidence of insurance (EOI)

• Other general inquiries

• Process direct bill reinstatements received from customers, agents and account managers.

• Adhere to established customer service and documentation standards required timeframes; perform duties within defined service standard levels.

• Respond to carrier requests for additional information.

• Assist customers and agents with claim intake and report of claims to carriers, including follow-up on claim status at the request of the customer or agent.

• Place outbound call to customer after claim has been submitted to ensure adjuster contact.

• Assist other team members as needed to meet agency, team, and individual goals.

Marginal Duties:

• Performs other duties as assigned.

• Adheres to the company’s Attendance Management Policy.

• The position is Hybrid and will require in-office work depending on company operational requirements or other circumstances.

• Assist in the training of other employees as necessary.

Qualifications:

Education and/or Experience:

• High school diploma or general education degree (GED) required.

• 1-3 years customer service experience preferred

• Equivalent combination of education, experience, and/or training will be considered.

Certificates, Licenses, Registrations:

Hawaii State Property & Casualty Solicitor’s License preferred, but not required

Knowledge, Skills & Abilities:

• Demonstrate a positive, service-oriented attitude toward customers, agents, and employee peers.

• Basic knowledge in P&C Insurance

• Type 35 wpm accurately and 10-key by touch.

• Excellent verbal and written communication skills.

• Demonstrated ability to operate general office equipment (copier, fax, etc.).

• Demonstrated ability to work independently in a fast-paced environment.

• Ability to prioritize work, manage time effectively, and handle multiple tasks.

• Experience with or knowledge of PC navigation and Microsoft Office Suite of Products and applications.

• Demonstrated knowledge of and skill in the following:

• customer service orientation

• oral and written communication

• time management and prioritization

• organization

• detail and results oriented

• teamwork

• adaptability

Other:

• Must be able to work on weekends and flexible hours as determined by the requirements of the position.

Working Conditions:

Physical Demands:

• Required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; and talk and hear.

• Occasionally is required to climb or balance and stoop, kneel, and crouch. 

• Occasionally lifts and/or moves up to 20 pounds. 

• Specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment:

• Noise level in the work environment is usually moderate.

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