Virtual Customer Service

Job purpose

Maintain a busy “virtual” insurance office by answering phones, scheduling appointments, maintaining calendars, processing applications and client intake and communication. Provide assistance to insurance agent with applications, electronic filing, paperwork, mailings and any projects as assigned to maintain growth of the office and sales. Provide excellent customer service and work as a team to ensure the success of the agency.

Duties and responsibilities

Maintain Office

Answer phones and route calls professionally

Protect all health information and personally identifying information

Maintain customer database and sales log

Support Agent

Thorough client intake, appointment scheduling and maintain calendar

Provide electronic filing and other data maintenance and safety

Process client emails and enter client data to ensure a smooth sales process

Support marketing strategies through research and project-based activities

Conduct research projects as assigned by agent

Collaborate as a team with agent to ensure continued success of the agency

Maintain customer records and activities in customer database

Attend events and industry meetings where applicable

Customer Service

Provide the utmost in confidentiality while handling private client material

Provide simplicity to client problems by communicating calm and direct solutions

Provide customers with assistance and direction in a friendly manner

Place calls on behalf of customers to carriers, physician offices, pharmacies and more

Write thank you notes and correspondence as needed

Qualifications

This position requires a minimum of two years of college or equivalent work experience.

To successfully perform the job, your skill sets must include:

Communicate effectively and confidently

Calmly handle difficult and stressful situations

Strong technology skills – IM, computer, Word, Excel, PowerPoint, Ipad, Internet, copier, printer, scanner and more

Quick learner and ability to figure things out on the fly

Detail oriented and accurate

Ability to multi-task and adjust to a constantly changing environment and industry

Work as a team and support your coworkers

Be trustworthy, follow all HIPPA guidelines and handle sensitive data

Prioritize and stay on task

Strong record keeping skills

QuickBooks knowledge preferred

Bilingual a plus

Insurance experience a plus

Job Hours

Monday – Friday 9am – 2pm

Working conditions

The insurance industry produces confusion and stress among clients and self. Expect great frustration with laws we must follow and communicate to our customers.

Physical requirements

This job requires long hours of sitting, repetitive tasks and working closely at a computer and on a phone.

Direct reports

Shann Hogue, agent