Customer Service Representative

The Customer Service Representative for Actsphere will assist in the production of new accounts and the retention of existing accounts. The Customer Service Representative will provide prompt, efficient, high-quality service to designated accounts in support of Agency activities and will show clients that they are respected and valued during all interactions. This is a work-from-home position.

Position Functions (on the job training will be provided)
1. Service and assist in the remarketing of current client policies
2. Look for cross-sell opportunities when speaking with clients
3. Complete Acord forms and COIs and ensure accuracy
4. Process change requests to existing policies
5. Assist clients in filing claims
6. Respond to all inquiries, cancellation requests, and sales requests within a specified timeframe
7. Ensure that all payment verifications (for renewals and current month) are verified weekly
8. Ensure that all new business policies are submitted to appropriate carriers, clusters, and/or brokers.
9. Prepare rewrite/requotes for clients through companies no longer writing in the area or with substantial rate increase at least 30 days prior to renewal
10. Document all material conversations conducted with insureds and/or carriers in Ezlynx
11. Follow up on outstanding claims and provide assistance in their resolution as necessary
12. Receive and review all terminations and cancellation to determine action to be taken and take needed action within 24 hours of receipt
13. Other functions as assigned by management

Knowledge, Skills, and Abilities
1. Must be an assertive self-starter
2. Possess a genuine willingness to learn; be intuitive and resourceful; and be coachable.
3. Ability to communicate professionally both orally and in writing in English
4. Display leadership skills, including the ability to delegate, engage, and inspire others.
5. Have a strong work ethic and leadership skills.
6. Must work well in a team environment

Other Requirements
1. Ability to use personal computer, calculator, agency automation system, and proficiency in various software programs, including but not limited to Microsoft Outlook, Word, and Excel.
2. A dedicated workspace free of background noises, 2 monitors, and a high-speed internet connection are necessary for this position.
3. Depending upon applicant's location (Manila area), Actsphere may provide the computer. Otherwise, employee will need his/her own computer that is running Windows 10 and that has a working camera.

Working Conditions
Fast-paced, team-oriented, client focused environment. Ability to be a part of a progressive team is vital.

General
1. This job description is intended to describe the level of work required of the person performing the job.
2. Essential functions are outlined; other duties may be assigned as needs arise or as required to support the agency’s essential functions.
3. This description is not intended as a contract and is subject to unilateral change and revision by management.