Licensed Customer Service Rep - Appleton

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Job Type:

Full time

 

Exempt/Non Exempt:

 

Hourly

Job Description:

 

Position Description

Primary Duties and Responsibilities (details of the basic job functions):

Provides a high level of support services to members related to the sales and service function including: servicing insurance policies, processing applications, renewals and amendments and selling travel, tours, airline tickets and membership products. Routes members with complete travel itinerary, including triptiks, brochures, tour books, maps, travel and recreation information and all necessary and pertinent information in accordance with Company and National AAA approved procedures.   Provides cashiering services to members including taking insurance payments (initial, installment, lapse or reinstatement), travel and membership payments, sale of tickets and travel money products, processing remittance/depository transfers and balancing cash drawer. Responds to customer inquiries and refers to agent when appropriate.  Provides a high level of administrative support to Travel and Insurance Agents during peak periods.

Provides customer assistance through the performance of sales processing activities and assists management in the basic training of less senior personnel.  Conducts outbound promotional call activities per management request and provides general promotion of Auto Club Group products and services following established guidelines.  Participates in a team environment to promote customer satisfaction and consistent service following the customer service model.  Receives and resolves member/customer complaints and seeks assistance from management in complaint resolution as necessary.  Participates in office events developed to generate revenue, improve member awareness of products and support local community activities. 

Supervisory Responsibilities (briefly describe, if applicable, or indicate None):

None

Required Qualifications (these are the minimum requirements to qualify)

Education (include minimum education and any licensing/certifications):

• Must attain the appropriate State Property & Casualty license with 90 days of hire

• Successful completion of Customer Service, Club and Travel and Payment Processing training within 6 months of hire

• May be required to attain and maintain state membership licenses as appropriate by department

Experience:

• providing a high level of customer-focused service

• servicing insurance policies and processing applications, renewals and amendments

• taking payments

• responding to billing and coverage questions

• promoting the sale of insurance products and/or travel and membership products

• processing monetary transactions

• outbound promotional calls for insurance and/or travel

• computer software applications (Word, Excel, etc.) and Web based operations

Knowledge and Skills:

• insurance and travel terminology

• general insurance and/or travel regulations

• Underwriting procedures

• sales regulatory and compliance guidelines

• Travel Systems (e.g. Focal Point, View point, ITT, AXIS, etc.) and/or Insurance Systems (e.g. PPS, POS, IMS, IPM) and/or membership systems

• communicate effectively (verbal and written) with others in a work environment

• perform mathematical calculations to accurately perform monetary transactions

• work effectively in a Team environment

• exceed member expectations relating to professionalism of demeanor, efficient and effective customer service (on phone or in person) and maintenance of workstation and office facility

• work irregular hours including holidays and weekends (may include community events)

• work under pressure in a high volume, fast paced customer service environment

• maintain appropriate State Property & Casualty license

Preferred Qualifications

Education:

• Appropriate State Life Accident and Health License

• Travel accreditation (i.e. Disney College of Knowledge, Destination Specialties or CTA Certification)

Experience:

• touring procedures including the development of auto travel routings, marked maps and triptiks

• Club and Travel p