Client Service Guide

SUMMARY:

The Client Service Guide is responsible for answering and directing calls, greeting visitors, processing incoming documents, processing claims, and supporting office management. Provides administrative and clerical support across departments while upholding professional standards.

ESSENTIAL FUNCTIONS:

• Answer incoming calls from a multi-line phone system, accurately transferring to the appropriate colleague, as needed, in a courteous and efficient manner
• Greet incoming clients and visitors, ensuring they meet with the correct colleague/manager, and offer refreshments as needed
• Effectively process all incoming documents (email, postal mail, un-routed documents, fax, etc.) and accurately label, attach, and set activities, as needed, and distribute to the correct department/colleague/Resource Pro
• Provide management administrative support, as needed, including correspondence, scheduling, organization, etc.
• Assist in agency office clerical duties and processes as needed
• Assist other departments, as needed, in the event of staff shortage, high workload, etc.
• Responsible for receiving phone calls and emails for all claims. Duties include reporting claims to carriers, assisting clients with claims information, and supporting them through the entire claims process until resolution
• Maintain a clean and neat office environment for our customers and company guests, including maintaining kitchen and refrigerator cleanliness
• Participate in seminars and other training to maintain required licenses and for knowledge and skill development
• Perform all actions relating to the public, customers, and companies in a manner that will avoid issues involving potential errors and omissions

Additional Responsibilities 

This job description is intended to describe the level of work required of the person performing the position. Essential functions are outlined; however, other duties may be assigned, as needs arise, or as required to support the essential functions. Specific performance objectives may be developed each year to measure the performance of the tasks and functions listed in this job description.

Remote work opportunities vary by location, department, and business need and are subject to change, as needed. Each manager will provide details on any telecommuting opportunities, as well as scheduling, within their department.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Ability to present and maintain a neat and professional appearance and demonstrate effective telephone etiquette
• Excellent customer service skills, displaying courtesy and enjoyment in dealing with clients, visitors, and colleagues
• Organized and focused, with a strong attention to detail
• Intermediate PC skills, with a focus on the Microsoft Office suite of products (Excel, Word, Outlook, Teams, etc.) and the ability to effectively use agency management systems
• Ability to work within a fast-paced, changing priority environment
• Self-motivated, with the initiative to prioritize and be self-directed
• Regular and punctual attendance is required
• Ability to communicate effectively, both verbally and in writing
• Excellent interpersonal skills, with the ability to interact effectively with both colleagues and managers, across all levels
• Ability to promote and maintain a team environment, willing to find accommodating solutions for our customers, companies, and the Agency
• Ability to successfully adhere to company policies and procedures, as well as maintain strict confidentiality

QUALIFICATIONS:

• 1 – 3 years of previous reception/front desk experience preferred
• Previous multi-line telephone system experience preferred
• High school diploma or equivalent preferred
• Property and Casualty insurance license (or the ability to quickly attain) required

WORKING CONDITIONS AND REASONABLE ACCOMMODATIONS:

• Fast-paced, multi-tasking, office environment with periodic high disruption and changing priorities
• Ability to perform approximately 80% sedentary work, exerting up to 10 pounds of force occasionally, and negligible force frequently
• Ability to lift up to 20 pounds occasionally
• Requires operation of a computer workstation, including keyboard and video display
• All requirements may be modified to reasonably accommodate physical or mental impairment