Customer Service Representative (Will Be Located in Any FAPCO Branch Location in Maine)

F. A. Peabody Company - Insurance Customer Service Representative

As a Customer Service Representative, located in one of our F. A. Peabody Company locations around the State of Maine, you will serve as the vital link between our company and our valued business customers. You provide exceptional support, answer inquiries, and resolve issues, directly impacting customer satisfaction and loyalty. This role is crucial for building strong client relationships with our current and prospective clients.

Job Duties and Responsibilities

• Provides outstanding customer service by addressingbusiness customer inquiries, needs, and concerns with professionalism and efficiency.
• Communicates clearly and concisely, both verbally and in writing, ensuring customers understand solutions and information.
• Applies strong problem-solving skills to identify root causes of issues and deliver effective resolutions.
• Practices active listening to fully understand customer needs and concerns, ensuring tailored support.
• Demonstrates empathy and patience, creating a supportive and understanding environment for customers.
• Navigates and updates CRM software accurately to document interactions and manage customer accounts.
• Manages time effectively, prioritizing tasks to handle multiple customer interactions efficiently.
• Performs data entry with precision, maintaining accurate customer records and transaction details.
• Develops product knowledge to confidently answer questions and provide detailed information about our services.
• Exhibits professional phone skills, maintaining a positive tone and clear communication during calls.
• Fosters positive client relationships through consistent, high-quality service and follow-up.
• Applies attention to detail and organizational skills to ensure accuracy in all tasks and maintain orderly records.
• Works effectively both independently and as a team, contributing to a collaborative and supportive work environment.

Required Qualifications

Education

• High school diploma or equivalent.

Experience

• Prior experience in a customer service role.

Knowledge/Skills

• Excellent communication skills, both written and verbal.
• Strong problem-solving abilities.
• Active listening skills to accurately interpret customer needs.
• Empathy and patience in all customer interactions.
• Conflict Resolution strategies applied effectively.
• Proficient in CRM Software and other customer management tools.
• Manages time efficiently to meet service goals.
• Performs accurate data entry.
• Possesses strong product knowledge or the ability to quickly learn new products.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook).
• Demonstrates attention to detail and organizational skills.
• Ability to work independently and as a team.

Preferred Qualifications

• Prior Experience in Insurance or another customer service role
• Experience with or ability to learn customer management platforms.

Physical Requirements/Work Conditions

• Performs work primarily in an office setting.
• Requires prolonged periods of sitting and working at a computer.
• Uses a headset and telephone for extended durations.