Job Description

This position is open to either Part or Full-time. This is a temp to hire position. This is a 100% on-site position. Only candidates within a commutable distance to Andover, MA will be considered.

Summary/Objective

The Customer Support Representative is responsible for providing superior customer service, responding to customer inquiries, providing administrative support to the Billing Department, and front desk coverage.

Essential Functions

1. Provides telephone and online support to policyholders, agents, and other Andover business units.
2. Possesses substantial knowledge of the billing processes in order to accurately respond to inquiries.
3. Obtain a deep understanding of various applications and websites in order to adequately troubleshoot customer issues.
4. Make telephone calls to agents or insureds in order to verify information and respond to inquiries.
5. Continuously considers ways to enhance the overall efficiency of the Billing processes.
6. Perform any task requested by the Supervisor that would contribute to the smooth operation of the department/company.
7. Front desk coverage includes greeting and directing visitors, receiving and distributing deliveries, monitoring loading dock, and internal communications or announcements.

Competencies / KSA’s

1. Strong interpersonal skills – active listening, empathy, patience, flexibility and adaptability
2. Careful attention to detail and time management skills.
3. Ability to communicate verbally and in writing in a clear, professional manner
4. Maintaining confidentiality and ensuring security of sensitive information including insured banking information.
5. Must be able to work independently as well as a member of a team
6. Ability to work in a fast-paced environment and multitask
7. Strong knowledge of property insurance, policy coverages and terminology
8. Strong computer software skills with using MS Office suite and other basic computer knowledge

Key Performance Indicators

• Manage inquiries and items requiring follow up in a timely manner.
• Resolves customer complaints directly, or escalates to appropriate personnel, upon receipt.
• Proficiency in applicable technology, as evidenced by:
• Answering billing questions completely upon receipt, without need for follow-up,
• Teaching colleagues and customers about the current processes and supporting systems,
• Adherence to the policies and procedures within the Billing Manual and supporting notes
• Resolves policy issues, through adjustments and correcting entries, upon receipt.
• Phone call count levels at or above established guidelines.
• Attendance daily, unless on sick leave or vacation, arriving by 8:15am until 4:30pm.

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