Customer Care Specialist job

130
Customer Care Specialist
jobs
688
jobs in
Erie, PA
14
jobs at
Erie Insurance

Job

Company

Description

Salary

Skills

Summary

Job trends

Job openings

Job Description


Division or Field Office:


Customer Service Division
Department of Position: Customer Care Operations Dept
Work from:
Home Office, Erie, PA

At Erie Insurance, you're not just part of a Fortune 500 company; you're also a valued member of a diverse and inclusive team that includes more than 5,000 employees and over 2,200 independent agencies. Our Employees work in the Home Office complex located in Erie, PA, and in our Field Offices that span 12 states and the District of Columbia. To attract and retain the best talent, we reward our team members with competitive salaries and a very generous benefits package.

Position Summary


Provides clerical service and support to Customer Care regarding billing issues, coverage, non-pay and policy changes. Responds to Policyholder and Agent's general inquiries and concerns, regarding various policy issues in a timely and efficient manner, over the phone and in person. May include inquiries related to billing, coverage or cancellation for all lines of property/casualty and/or life business in all states in which The ERIE operates.

  • Hours of operation are from 8:00 am to 9:00 pm Monday through Friday and Saturdays once a month.


Duties and Responsibilities

Under close supervision, reviews, processes and responds to general inquiries from Customer Care, Policyholders and Agents involving billing and policy coverage, nonpayment cancellations, coverage reinstatement due to nonpayment, and policy changes within guidelines. Escalates complex inquiries.

Performs basic accounting functions and corrects errors in computerized accounting system.

Responds to basic inquiries, in person and over the phone, from Policyholders and Agents. This includes accepting payments, resolving concerns/billing discrepancies, and providing policy documents for all property/casualty and/or life lines of business in all operating states.

Handles currency transactions and balances the cash desk.

Handles and distributes incoming mail, email and fax.

Learns and maintains a working knowledge of all processing systems for ERIE's

Competencies

Arithmetic Computation

Decision Making

Detail Orientation

Developing And Maintaining Relationships

Interpersonal Communication

Job-Specific Knowledge

Numerical Reasoning

Oral Communication

Planning And Organizing

Problem Analysis

Service Orientation

Qualifications

High school diploma, or GED, required. Bachelor or associate's degree preferred.

Property/casualty or Life insurance and policy accounting experience preferred. Working knowledge of word processing and spreadsheet software preferred. Preferred courses or designations:

Intro to Property/Casualty course

General Insurance Program (INS 21, 22, 23)

Fellow, Life Management Institute (FLMI)

Physical Requirements

Lifting 0-20 lbs; Occasional (
Lifting 20-50 lbs; Occasional (
Lifting Over 50 lbs; Occasional (
Driving; Rarely

Pushing/Pulling; Occasional (
Manual Keying/Data Entry; Frequent (50-80%)

Climbing; Rarely

Nearest Major Market: Erie
Job Segment: Customer Service
Application currently closed
This job was posted on Thu Jan 16 2020 and expired on Tue Jan 21 2020.
Minimum $26,353
$28,360 average
Maximum $32,652

Tasks

  • Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
  • Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
  • Refer unresolved customer grievances to designated departments for further investigation.
  • Determine charges for services requested, collect deposits or payments, or arrange for billing.
  • Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
  • Solicit sales of new or additional services or products.
  • Order tests that could determine the causes of product malfunctions.
  • Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.
  • Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims.
  • Review insurance policy terms to determine whether a particular loss is covered by insurance.
  • Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
  • Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.

Skills

  • Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
  • Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • Speaking - Talking to others to convey information effectively.
  • Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • Persuasion - Persuading others to change their minds or behavior.
  • Service Orientation - Actively looking for ways to help people.

Knowledge

  • Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
  • Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • Computers and Electronics - Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
  • English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

Erie Insurance

Type

Company - Public

Size

Small

Revenue

$1M to $5M

Location

1178 Lee Jackson Hwy Suite 220Fairfax, VA, 22033

Industry

Insurance

Founded

1925

CEO

Timothy G. NeCastro

Website

Visit Website

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