Customer Service Representative (Administrative)

This is an amazing opportunity to join Penn National Insurance's world-class Customer Care team as a Customer Service Representative! This is a hybrid position reporting to our Harrisburg, PA home office.

The Customer Service Representative works within a fast-paced inbound call center and provides customer service via telephone, written, or internet correspondence to agent and policyholders.  This position handles a large volume of customer inquiries and requests related to insurance operations.

 

COMPETENCIES AND ESSENTIAL DUTIES OF THE CUSTOMER SERVICE REPRESENTATIVE

 

Team Building

• Makes suggestions, volunteers assistance, offers resources, or removes obstacles to help the group achieve its goals.
• Leverages others' skills and gains their support by asking for their ideas, opinions, and participation when solving problems, making decisions, and carrying out plans.

 

Attention to Details

• Handles inquiries and requests while utilizing scripting, manuals and task outlines to assist in providing uniform responses to inquiries and proper processing of requests.
• Follows “sunset rule” for all inquiries and requests and provides resolution, or a status if item is not resolved, to customers within a 24-hours period.

 

Quality Orientation

• Promotes a “one-stop-shopping” concept and assumes ownership of inquiries and requests, which includes subsequent tracking of items from inception to resolution utilizing an automated tracking system.
• As part of the call tracking process, gathers pertinent information and refers issues to other areas within the Customer Contact Center for evaluation.

 

Planning and Organizing

• Coordinates tracking of customer inquiries and requests that may involve three or more levels within the Customer Contact Center.

 

Positive Approach

• Provides a prompt, polite and professional customer experience to all customers with regard to inquiries and requests received via telephone, fax, e-mail or internet.
• Works directly with internal and external customers and presents a high-level of professionalism at all times.

 

Applied Learning

• Accomplishes personal growth objectives intended to increase technical and professional skills, and to prepare for additional responsibilities.
• Learns and applies general knowledge of company guidelines and processes.

 

Performs various projects requested or assigned by the Group Leader, Customer Contact Center.

 

CORPORATE CORE COMPETENCIES OF THE CUSTOMER SERVICE REPRESENTATIVE

 

Effectively Communicates and Connects

• Communicates clearly and concisely.
• Prepares written communications that adhere to department standards.
• Attentively listens and asks clarifying questions.
• Builds positive relationships within the workplace.

 

Customer Focused

• Develops and maintains knowledge about the needs of customers and how the team provides value.
• Aware of customer risks and when to escalate risks.
• Identifies and utilizes the appropriate resources to solve customer problems.
• Accelerates follow-up and action to resolve issues.

 

Talent Development Mindset

• Brainstorms ideas for technical and/or professional development.
• Works with supervisor to identify relevant development and shadowing opportunities including technical skill building and professional skill enhancement.
• Acts on opportunities to recognize colleagues for a job well done.

 

Demonstrates Adaptability

• Seeks to understand others' needs and perspectives, especially those different from own.
• Open to learning about new and challenging ideas to drive the success of the work in which involved.
• Learns how to be flexible to accommodate deliverables and prioritize work effectively.

 

Demonstrates Accountability

• Takes ownership of mistakes and consults with others to resolve, learning from the experience.
• Consistently checks the accuracy of work.
• Provides coverage or assistance to others when needed.
• Proactively steps-up to provide guidance or assistance.

 

SPECIAL RELATIONSHIPS FOR THE CUSTOMER SERVICE REPRESENTATIVE

• Interacts with members of the team within the Customer Contact Center, policyholders, claimants, members of Penn National Insurance's agency population, and corporate operating areas.

 

QUALIFICATIONS FOR THE CUSTOMER SERVICE REPRESENTATIVE

 

Education/Credentials

• High school graduate
• Continuing education with a concentration in accounting, bookkeeping, claims or specialized insurance courses, is preferred.

 

Experience

• Minimum of 3 years' experience in a call center environment, answering a high volume of calls.

OR

• Minimum of 3 years' experience in one of the following:  customer service, policy processing, billing, collections or claims in an insurance environment.

Education/Credentials

• Must have excellent verbal communication skills.
• Must be able to effectively communicate in writing.
• Demonstrate ability with Personal Computers using Microsoft products
• Demonstrate ability to work within a team-oriented, fast-paced, customer-focused environment
• Must be able to use a calculator and have a good understanding of general math.
• Must be able to perceive and distinguish emotions during interactions with people via the telephone and respond courteously and professionally, showing empathy.
• Must be able to use multiple systems and screens simultaneously.

 

Only candidates from the following states will be considered for positions at Penn National Insurance: Alabama, Delaware, Iowa, Maryland, Minnesota, North Carolina, New Jersey, Pennsylvania, South Carolina, Tennessee, Virginia, Wisconsin.

 

JOB REQUIREMENTS (as required by ADA – Americans with Disabilities Act)

• This position is primarily a sedentary position that requires occasional standing and walking throughout the office environment.
• Must be able to see and effectively use a computer monitor.
• Must be able to operate a computer, keyboard and applicable printers and other general office equipment.
• Must be able to access and enter information accurately using automated systems.
• Must be able to hear and communicate via the telephone and/or monitoring devices to both internal and external clients.
• Must be able to present information to individuals and groups.
• Must be able to interpret and apply concepts that may or may not be based upon established guidelines.
• Must maintain acceptable attendance and adhere to scheduled work hours (M-F  8:00 a.m. – 4:30 pm EST) or (9:00 am  – 5:30 pm EST)