Customer Experience Officer

Job Summary:

Supports the company’s customer service delivery as the primary point of contact for customers.  Under direct supervision, works closely with customers, agents, and fellow employees to resolve inquiries and issues promptly and efficiently.    

Duties & Responsibilities:

• Interacts and provides exceptional customer service to customers, including difficult or irate customers by phone, in person, or by email to deliver the best service possible

• Answer incoming phone calls promptly and complete requested tasks or direct calls to the appropriate person in the company if the inquiry cannot be resolved on the first contact.

• Place outbound calls as necessary to complete Customer inquiries.

• Answer and service customers regarding billing issues including receiving and processing payment when applicable.

• Perform duties in accordance with Customer Service Center’s objectives and standards for customer and third-party inquiries such as:

• Issue Auto ID cards and other related documents

• Changes to mailing address

• Addition/deletion of auto(s)

• Cancellation requests, generate LPR, distribute to customer

• Issue copies of certificates of insurance (COIs), proof of coverage, and evidence of insurance (EOI)

• Other general inquiries

• Process direct bill reinstatements received from customers, agents and account managers.

• Adhere to established customer service and documentation standards required timeframes; perform duties within defined service standard levels.

• Respond to carrier requests for additional information.

• Assist customers and agents with claim intake and report of claims to carriers, including follow-up on claim status at the request of the customer or agent.

• Place outbound call to customer after claim has been submitted to ensure adjuster contact.

• Assist other team members as needed to meet agency, team, and individual goals.

Marginal Duties:

• Performs other duties as assigned.