About the Role
Licensed Service Agent
- Boston, MA
- Customer Solutions Center – CSC – CSC Service /Permanent /Remote
Simply Business is more than our name. It’s how we approach insurance: Make it clear. Make it simple. Make it affordable. By combining exceptional talent, technology, data, and knowledge, Simply Business is the go-to online insurance brokerage that protects small businesses and the entrepreneurs who work hard to build them.
We want team members who have the drive to challenge boundaries. If you’re smart and passionate about delivering brilliant customer experiences, we’d love to hear from you.
We are seeking customer-centric and detail-oriented individuals to join our growing team as Licensed Service Agents within our Customer Solutions Center (CSC). The Customer Solutions Center is the service department at Simply Business – striving to provide a great experience to all current and future customers!
As a Licensed Service Agent, you will act as the primary contact for direct customer service inquiries when handling inbound & outbound service calls and direct email via our ZenDesk Customer Service software. You will also use various automated systems to perform your daily tasks and responsibilities.
As a Licensed Service Agent you will:
- Handle inbound service calls
- Communicate with customers via direct email
- Respond to emails/chats via our ZenDesk Customer Service software
- Send Certificates of Insurance & Policy documents as requested
- Process credit card payments & make changes to payment method
- Quote and process policy renewals
- Process policy cancellations & rewrites as appropriate
- Make changes to current policies as required or requested
- Adhere to all compliance and quality standards
- Use relevant systems to update information held on customer accounts
- Communicate and liaise with customers using appropriate methods to ensure a good customer experience
- Ensure a smooth process is followed regarding payment of premiums and the issue of documentation
- Effective management of call backs and follow ups
- Attend and be present at internal Zoom meetings as needed
What we are looking for:
- Licensed Property & Casualty Producers
- 6 months Call Center Experience within the last 2 years
- 1+ year Experience in commercial insurance lines or in a complex insurance environment
- 1+ year Customer Service Experience
- Someone who is passionate about the customer experience
- Computer literacy with the ability to navigate and use multiple systems
- Active listening skills, with the ability to acknowledge and appreciate customers
- Flexibility to adapt one’s style to engage with different customers in the right way
- Sensitivity to recognize and understand different customer needs and treat each customer as an individual
- Ability to explain and communicate information on our commercial products that shows real value to each customer
- Agility to deal with different customer concerns, questions, and objections
- A team player who is able to work with others, as well as in isolation when required