Our Account Support team is the face of the agency. When people call our office, they don't talk to a recording - they talk to YOU, a real person. This job is the first interaction people have with our agency, and the first step on what will become an exceptional customer experience.
This position answers phone calls, solves problems, takes payment information and interacts daily with nearly all members of agency in three different office locations. The perfect candidate will be friendly, outgoing and professional, with passion for customer service.
Salary Range: $35,000.00 - $45,000.00 per year
Annual Base Salary Based on Experience
Paid Time Off (PTO)
Health Insurance
Life Insurance
Disability Insurance
Parental Leave
Hands on Training
Mon-Fri Schedule
Career Growth Opportunities
Retirement Plan
Evenings Off
Gym Membership
Pre-tax FSA (Medical, Daycare)
Many Paid Holidays
Possess a genuine willingness to learn, be intuitive and resourceful and be coachable.
Possess an upbeat, positive and enthusiastic attitude.
Be a great self-starter with a sense of urgency.
Proficiency to multi-task, follow-thru and follow-up.
Excellent Communication/interpersonal skills.
Professional phone etiquette.
Excellent Spelling and Grammar skills.
Great Customer Service Skills.
· Answer and transfer incoming phone calls with a smile and in a warm professional manner.
· Screen incoming calls for all offices. If caller does not offer the reason they are calling, ask if they are calling about a payment or billing issue. If so, help caller with their billing or payment issue. If additional help is needed, work with AM to resolve the issue.
· Greet and direct walk-in customers with a smile and in a warm professional manner.
· Take customer payments and process in a timely manner per the company requirements and internal procedures. Counsel with any customer that is not paying in full or is paying cash of option for EFT, mailing their payment directly to the carrier, and that cash is no longer accepted.
· Maintain a payment journal and provide the cash drawer to the Director of Accounting on a daily basis. Work with the Director of Accounting to resolve any journal or cash drawer issues.
· Open and distribute incoming postal mail in a timely manner.
· Monitor incoming email from our insurance carriers and distribute to proper staff or process per procedures and workflows.
· Accept incoming packages, if they are office supplies determine where they need to go and put them away accordingly.
· Monitor office supplies in office area, kitchen, bathrooms, computer storeroom, and kitchen storeroom on a regular basis. This includes paper, letterhead, envelopes, etc. Please provide list of items needing to be refilled to Berta and she will place the order. If Berta is out and the order cannot wait for her return, please forward it to Hope.
· Take on special projects – marketing, processing or other projects.