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Customer Service Representative - Property & Casualty Insurance in Clearwater, FL at Heritage Insurance

Date Posted: 3/15/2019

Job Snapshot

Job Description


Position Summary:

The Customer Service Representative is responsible for assisting policy owners and agents by phone, on-line and through written requests. The CSR resolves problems and works to preserve business for the company. The CSR is responsible for achieving goals for quality and quantity individually, and helping the department to achieve them as well.


  • Respond to the service needs of policy owners, general agents, producers, field personnel and home office employees, maintaining ownership until completed
  • Act as primary service contact for customers and agents
  • Provide technical guidance, information and procedural advice on a variety of customer service issues, requiring knowledge of products and services
  • Respond to telephone, on line, and written inquiries
  • Process policy level transactions within level of authority
  • Conduct research when needed to complete service requests
  • Handle all service requests within department service standards
  • Prepare service reports when requested
  • Troubleshoot technical problems
  • Communicate with co-workers, management, clients, vendors, and others in a courteous and professional manner
  • Identify, recommend, and implement customer conservation approaches to enhance policy retention
  • Protect the organization's value by keeping information confidential.
  • Maintain compliance with Heritage’s Best Practices.

Job Requirements


Previous Insurance experience Highly Preferred

  • High School Diploma or equivalent is required; Associate's Degree preferred.
  • 4-40 Customer Service Representative Licensure a plus; must be willing and able to ascertain licensure within 6 months.
  • One year experience in Customer Service area; in the property and casualty segment strongly preferred.
  • Proficiency with Microsoft Office products required; internet research tools preferred.
  • Demonstrated customer service focus / superior customer service skills.
  • Excellent communication skills and ability to interact on a professional level with internal and external personnel
  • Results driven with strong problem solving and analytical skills. Ability to efficiently navigate through systems and websites to maximize time with callers.
  • Ability to work in a fast paced environment; and manage changing priorities effectively.
  • Ability to work within a call center scheduled environment.
  • Detail-oriented and exceptionally organized
It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.