P/C Digital Customer Service Specialist

Job description

OBJECTIVE: P/C Digital Customer Service Specialist Objective To be a proficient member of the Property/Casualty (P/C) Customer Service Team to provide exemplary customer experiences to policyholders and over 400 agents and their field office staff in a prompt, professional manner. To address policy, billing, and web-related questions and concerns from internal and external customers on all personal lines and commercial lines of business via e-mail, chat, and website. To provide proficient online service during standard business hours by responding to and taking ownership of all incoming chats and tickets from internal and external customers and members quickly and courteously. To proactively research and resolve policy and billing issues and online account technical grievances, while documenting activities and reporting back to agent offices. To promote additional coverages for customers when appropriate. To lead the department by excelling in all metrics tracked to ensure quality service and lead by example for Associate P/C Customer Service Specialists. To preserve the Customer Service relationship, gather information, and improve the overall service process. RESPONSIBILITIES: P/...