Insurance Customer Service Representative (Call-Center) at AAA Western and Central New York in Williamsville, NY

Job description

• Description

Responsibilities

• 35%
• Customers Helped: Efficiently assist customers through a variety of touchpoints including work activities, walk-ins, & phone calls. Ensure customer needs are met promptly & effectively and proactively address & resolve any issues by offering solutions tailored to their specific situations. Strive to resolve inquiries during the first interaction to enhance customer satisfaction.
• 30%
• Answer Rate: Maintain and/or exceed outlined expectations for phone queue availability to ensure customers are assisted in a timely manner.
• 25% Quality: Ensure each customer is properly verified to maintain privacy & security standards. Accurately documents all interactions and transactions related to policies, customers, carriers, and third-party touchpoints. Ensure clarity and completeness in all records. Attach all email & policy paperwork communications to the relevant policy in the appropriate system, ensuring easy access and traceability. Consistently demonstrate AAA Core Values in every interaction, fostering trust and reliability. Deliver an exceptional Member experience by addressing customer needs promptly, professionally, and empathetically.
• 10%
• New Members: Offer a Club focused sales approach & continuously promote all Club products/services. Effectively sell AAA memberships to meet/exceed outlined expectations.

Requirements

• Responsible to obtain and maintain the required license or certification in an active status
• Able to display working knowledge of carrier offerings, processes, and requirements
• Ability to work evenings, weekends, & events as required by business need/Leadership directive
• Working knowledge of computer software and ability to effectively navigate multiple systems
• Ability to operate independently and display proficiency in minimization of errors & problem solving
• Must be able to resolve problems and work under pressure to diffuse member concerns
• Work under pressure during periods of high volume
• Ability to multitask in various areas of insurance sales and service
• Qualifications
• Required
• High School or better.
• Prior sales/customer service and/or insurance experience.
• NYS P&C Insurance

Skills

Required

• Working knowledge of computer software
• Ability to navigate multiple systems
• Problem solving
• Multitasking
• Customer service
• Sales
• Insurance knowledge

Preferred

• NYS P&C Insurance

Benefits

• Starting salary is dependent on several factors including previous work experience, specific industry experience, and skills required. Our benefits package includes, but is not limited to, health and dental insurance, 401(k) plan with competitive match, fully paid group life insurance, short- and long-term disability insurance, travel discounts and a free AAA membership. To learn more visit: www.aaa.com/careers
• Job Details
• Associates are eligible for a wide selection of benefits (dependent upon position) including:
• Medical Insurance
• Health Spending Account (HSA) with company match
• Paid Time Off
• Pre-Tax & Roth 401(k) plan with company match
• Flexible Scheduling
• Dental and Vision Insurance
• Life and AD&D Insurance
• Tuition reimbursement & company-paid training programs
• FREE AAA membership & travel / product discounts
• Company Paid Short-term & Long-term disability
• Paid Volunteer Time Off
• Flexible Spending Accounts
• Tuition reimbursement & company-paid training programs
• Pay or shift range: $21 USD to $25 USD
• Starting Pay Rate: $21.00 - $25.00/hr