Job Description

Customer Care Representative
Rochester Regional Office
370 Woodcliff Dr. Fairport, NY 14450

Want to work for a company where doing good is what we do?
The feeling is mutual.

Our Rochester, NY branch is seeking a Customer Service Representative. This position involves telephone contact to sell policies and service existing accounts. Candidates should have previous sales and service experience, a professional telephone manner, and the ability to work well with others. Must be able to pass state insurance license exam and meet continuing education requirements.

Now offering a $2,500 Signing Bonus for new candidates! To qualify for the Signing Bonus, applicants must have started their position on or after 6/1/2021 or have accepted a position no later than 9/30/2022. The Signing Bonus will be structured in two, gross, equal lump sum payments. The first $1,250 bonus payment will be issued on the last pay date of the month following the employee’s successful completion of the orientation period (generally the 1st of the month following three complete months of employment). The second $1,250 bonus payment will be issued on the last pay date of the month following the employee’s six-month anniversary from the date of hire. Signing Bonus payments are subject to Federal, State, and Local taxes where applicable. Amica reserves the right to withhold Signing Bonus payments due to potential job performance and/or dependability concerns.

Responsibilities

Conduct professional telephone conversations to service existing accounts in a high call volume environment
Problem-solve and use time effectively to multitask and prioritize work
Work well with others in a team setting
Gain customer trust and respect by establishing and maintaining effective relationships
Meet production goals, as shown through policies written and Amica Life referral

Salary

Our starting annual salary range is $43,790-$54,924 and may be negotiable based on level of experience and applicable licenses within the Property and Casualty Industry. The 40 hour schedule will be Monday through Friday between the core hours of 8 AM and 5 PM, with the potential to work holidays and a few Saturdays per year. Work from home may be available up to two days a week once trained to work independently.

Qualifications

High school diploma or equivalent education required
Previous customer service and sales experience
Excellent interpersonal and communication skills
Computer keyboard and processing skills
Previous insurance background is a plus, but not required
After hire, employees will be required to obtain a state insurance license and meet continuing education requirements to maintain their license (comprehensive training will be provided)

Perks and Benefits

Paid vacation, holidays and sick day
Competitive salaries and exceptional benefits
Generous leave programs, including paid parental bonding leave
Medical, dental, vision coverage, short- and long-term disability, and life insurance
Student Loan Repayment and Tuition Reimbursement programs
Fitness and wellness reimbursement
Generous retirement benefits
Employee community involvement
Strong relationships, lifelong friendships
Opportunities for advancement in a successful and growing company

About Amica

Amica Mutual Insurance Company is America’s oldest mutual insurer of automobiles. A direct national writer, Amica also offers home, marine and umbrella insurance. Amica Life Insurance Company, a wholly owned subsidiary, provides life insurance and retirement solutions. Amica was founded on the principles of creating peace of mind and building enduring relationships for and with our exceptionally loyal policyholders, a mission that thousands of employees in offices nationwide share and support.

Equal Opportunity Policy: All qualified applicants who are authorized to work in the United States will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, family status, ethnicity, age, national origin, ancestry, physical and/or mental disability, mental condition, military status, genetic information or any other class protected by law. The Age Discrimination in Employment Act prohibits discrimination on the basis of age with respect to individuals who are 40 years of age or older. Employees are subject to the provisions of the Workers' Compensation Act.

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This job was posted on Wed Sep 07 2022 and expired on Mon Sep 19 2022.

Minimum $12K /yr

$36K /yr Average

Maximum $143K /yr

Tasks

Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.

Check to ensure that appropriate changes were made to resolve customers' problems.

Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.

Refer unresolved customer grievances to designated departments for further investigation.

Determine charges for services requested, collect deposits or payments, or arrange for billing.

Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.

Solicit sales of new or additional services or products.

Order tests that could determine the causes of product malfunctions.

Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.

Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims.

Review insurance policy terms to determine whether a particular loss is covered by insurance.

Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.

Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.

Skills

Reading Comprehension - Understanding written sentences and paragraphs in work related documents.

Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

Speaking - Talking to others to convey information effectively.

Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Persuasion - Persuading others to change their minds or behavior.

Service Orientation - Actively looking for ways to help people.

Knowledge

Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.

Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

Computers and Electronics - Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.