Customer Service Representative - Charlotte, United States - Fremont Insurance Company

Description

Job Description Customer Service Representative - Member Relations OH ) **Description**

The Auto Club Group (ACG) provides membership, travel, insurance and financial services offerings to approximately 9 million members and customers across 11 states and 2 U.S. territories through the AAA, Meemic and Fremont brands. ACG belongs to the national AAA federation and is the second largest AAA club in North America.

**Primary Duties and Responsibilities:**

**Post for Auto Travel only:** Receive and process telephone calls and service requests from members/customers requesting travel related information. Provide basic information to members/customers in a call center environment regarding auto travel in accordance with Customer Interaction Model. Navigate through various sources of information (PC, manuals, call center models, Internet, etc.) to respond to member/customer questions or concerns in a timely manner. Promote understanding of travel products and services. Process TIC product offerings (e.g. trip tiks, maps and brochures), in response to customer requests. Determine the need for a particular type of product/service and refer to Customer Sales and Service Representative if appropriate. Promote member satisfaction and provide seamless service to ensure customer service goals and standards are met. May provide support for the membership service area when necessary.

**Post for Claims only:** Receive and process telephone calls and service requests from policyholders requesting claims information. Provide basic information to policyholders regarding claims benefits in accordance with the Customer Interaction Model. Navigate through various sources of information (PC, Point of Sale and IPM insurance systems, manuals, call center models, Intranet/Internet, etc.) to respond to policyholder questions in a timely manner. Promote understanding of claims process and procedures. Assist members by taking a basic claim report of loss as appropriate and refer to appropriate individual for follow-up. Provide immediate resolution to policyholder issues or refer to appropriate individual for additional assistance. Promote member satisfaction and provide seamless service to ensure customer service goals and standards are met.

**Post for MSC/Membership Services only:** Receive and process telephone calls and service requests from members/customers requesting insurance information. Provide basic information to members/customers regarding membership/insurance benefits in accordance with the Customer Interaction Model. Navigate through various sources of information (PC, Point of Sale and IPM insurance systems, manuals, call center models, Intranet/Internet, etc.) to respond to member/customer questions in a timely manner. Promote understanding of membership products. Determine the need for a particular type of product/service and refer to Customer Sales and Service Representative if appropriate. Provide immediate resolution to member issues relative to service or refer to appropriate individual for additional assistance. Promote member satisfaction and provide seamless service to ensure customer service goals and standards are met. Depending on area assigned, may prepare and provide appropriate travel related information as requested.

**Post for Travel Sales Center only:** Receive and process telephone calls from members/customers requesting travel related information. Provide information to members/customers in a call center environment regarding travel benefits in accordance with Customer Interaction Model. Promote, sell and service domestic and international airline reservations, car and hotel reservations, cruises, tours, rail tickets and other travel products to members and customers. Promote and offer various travel membership benefits, including insurance. Make all arrangements related to cruises and tours and ordering bon voyage gifts. Advise members/customers of travel information such as cancellation/change penalties schedules and fares. Promote the usage of preferred vendors. Process payment for travel related services and apply appropriate monetary charges to customer accounts. Process reservations and cancellations for domestic and international airlines, car and hotel, via the telephone and/or travel reservation system. Maintain related records. Navigate through various sources of information (PC, manuals, call center models, Internet, etc.) and applications (PPS, etc.) in order to effectively respond to members/customers requests/concerns in a timely manner.

**Preferred Qualifications:** **Post for Auto Travel only:**

Education:

College level coursework in Business, Marketing, or other related field, applicable professional/technical certification courses or related work experience

Experience:

Working within a customer service environment

Working within a call center environment

Selling goods or services

Preparing marked maps and trip tiks

Telephone sales

**Post for Claims only:** Education:

College level coursework in Business, Marketing, or other related field, applicable professional/technical certification courses or related work experience

Completion of formal claims training

Experience:

Working within a customer service environment

Working within a call center environment

Knowledge and Skills:

Claim processing including understanding policy/coverage terminology

Insurance processing

CPS/IPM/PISCES/FACTS systems

**Post for MSC/Membership Services only:** Education:

College level coursework in Business, Marketing, or other related field, applicable professional/technical certification courses or related work experience

Experience:

Working within a customer service environment

Working within a call center environment

Selling goods or services

Knowledge and Skills:

Insurance processing including understanding policy/coverage terminology

CPS/IPM/PISCES systems

Advanced sales technique

**Post for Travel Sales Center only:**

Education:

College level coursework in Business, Marketing, or other related field, applicable professional/technical certification courses or related work experience

Experience:

Working within a customer service environment

Working within a call center environment

Selling goods or services

Preparing marked maps and trip tiks

Airline reservation center, corporate on-site facility or high productivity within a leisure agency

Travel agent/direct service/telephone sales

Use of Apollo or other CRS system

Knowledge and Skills:

Insurance processing including understanding policy/coverage terminology

Insurance policies and procedures

Advanced sales techniques

**Work Environment**

Work in a temperature controlled office environment. Ability to sit for the majority of the work day. Willingness and ability to work irregular shifts, including weekends and/or holidays

**Qualifications**

**Required Qualifications:** **Post for Auto Travel only:** Education:

High School Diploma or equivalent

Completion of ACG approved training programs

Experience:

Navigating through a P.C./automated processing system

Reading and comprehending various Customer Care service tools (manuals, work models, etc.)

Performing mathematical calculations

Knowledge and Skills:

Telephone etiquette

North American geographical relationships

Strong interpersonal skills

Effective listening skills

Strong oral communication skills demonstrated through use of the customer care call center model.

Strong written communication skills (example may be required at time of interview) needed to respond to members/customers inquiries in a professional manner

Ability to:

Attain and maintain state licenses for membership processing in the states in which ACG does business as appropriate

Complete Customer Care training and certification courses

Service members according to the Customer Care service standa