Customer Service Representative II

Overview: 

If you're looking for the stability of a profitable, growing company with the entrepreneurial spirit of a startup, we’re hiring. SageSure, a leader in catastrophe-exposed property insurance, is seeking a Customer Service Representative II. While working with a friendly and supportive team, you will learn the foundation of our business in a role that will take you wherever you want to grow with us. 

We are seeking a highly motivated individual with the drive and desire to make significant contributions to the success of the business. Once acclimated into the position, this person will have an in-depth understanding and knowledge of all companies and product lines, including underwriting guidelines and processes, and a general understanding of coverage forms.  

What you’d be doing: 

• Performs detailed research of account history and follow-up to provide customer resolution with flawless accuracy. 

• Keeps abreast of policy, product, and procedural changes to provide accurate information to producers, consumers, and policyholders regarding underwriting guidelines, coverages, and processing. 

• Meets or exceeds established performance metrics which include, but are not limited to, reporting to work as scheduled, call quality, handle time, first response resolution, etc. 

• Addresses inbound earthquake sales inquiries for potential customers. Collect and enter appropriate property and payment information to process quotes via the rating software. 

• Monitors the call queues and manages individual day-to-day responsibilities to consistently support performance goals and objectives. 

• Provides accurate information in an effective, timely and courteous manner via telephone and email. 

• Works with Underwriting and other departments to determine the appropriate resolution to customer concerns. 

We’re looking for someone who has: 

• High school diploma or equivalent. 

• Minimum three years of customer service experience in the Property and Casualty Insurance industry and/or call center environment preferred. 

• Ability to handle multiple tasks with accuracy, able to prioritize effectively and meet deadlines. 

• Must have excellent communication skills, both written and verbal, with the ability to effectively communicate through phone, text, chat, and email.  

• Ability to maintain positive and cooperative working relationships within the team, division, and with any customer contacts. 

• Intermediate computer skills (e.g., Microsoft Word, Outlook, etc.) with aptitude to learn new systems. 

• Ability to keep emotions under control when dealing with irate or hostile customers.   

• Ability to multi-task, prioritize, and work in a fast-paced environment.  

• Assist peers and be a knowledgeable resource to the team.