Insurance Customer Service Representative (Branch)

United States·Tonawandamid

Customer Support SpecialistCustomer

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Quick Summary

Key Responsibilities

Efficiently assist customers through a variety of touchpoints including work activities, walk-ins, & phone calls.

Technical Tools

Customer Support SpecialistCustomer

At AAA Western and Central New York, our Associates are committed to providing our members with a totally satisfying experience. Therefore, we seek Associates who are dedicated to this purpose, people who truly demonstrate compassion, empathy and unsurpassed service. These are the people that help us create a loyal membership base that strengthens our mission—to be our members’ most trusted provider of high quality automotive, travel, insurance and other relevant products and services that offer safety, security, peace of mind, value and convenience.

AAA Western and Central New York is regularly recognized as one of the best & healthiest places to work in the WNY & CNY area. In addition to a market competitive salary, Associates are eligible for a wide selection of benefits (dependent upon position) including:

Medical, Dental, Life and AD&D Insurance
Flexible work schedules
Pre-Tax & Roth 401(k) plan with company match
Health Spending Accounts with company contribution & Flexible Spending Accounts
Company Paid Short-term & Long-term disability
Paid time off
Tuition reimbursement & company-paid training programs
FREE AAA membership & travel / product discounts
Paid Volunteer Time Off

Responsibilities

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35%	Customers Helped: Efficiently assist customers through a variety of touchpoints including work activities, walk-ins, & phone calls. Ensure customer needs are met promptly & effectively and proactively address & resolve any issues by offering solutions tailored to their specific situations. Strive to resolve inquiries during the first interaction to enhance customer satisfaction.
30%	Answer Rate: Maintain and/or exceed outlined expectations for phone queue availability to ensure customers are assisted in a timely manner.
25%	Quality: Ensure each customer is properly verified to maintain privacy & security standards. Accurately documents all interactions and transactions related to policies, customers, carriers, and third-party touchpoints. Ensure clarity and completeness in all records. Attach all email & policy paperwork communications to the relevant policy in the appropriate system, ensuring easy access and traceability. Consistently demonstrate AAA Core Values in every interaction, fostering trust and reliability. Deliver an exceptional Member experience by addressing customer needs promptly, professionally, and empathetically.
10%	New Members: Offer a Club focused sales approach & continuously promote all Club products/services. Effectively sell AAA memberships to meet/exceed outlined expectations.

Requirements

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Responsible to obtain and maintain the required license or certification in an active status

Able to display working knowledge of carrier offerings, processes, and requirements

Ability to work evenings, weekends, & events as required by business need/Leadership directive

Working knowledge of computer software and ability to effectively navigate multiple systems

Ability to operate independently and display proficiency in minimization of errors & problem solving

Must be able to resolve problems and work under pressure to diffuse member concerns

Work under pressure during periods of high volume

Ability to multitask in various areas of insurance sales and service

Ability to perform routine office tasks that includes operating a computer for long periods of time, sitting, filing and communicating on the phone
Ability to perform all physical functions consistent with travel including sitting in airplanes and driving for long periods of time
Must be able to lift, carry, push, pull a maximum of 30 lbs