Customer Service Representative

  • Pharmacists Mutual
  • Algona, IA, United States

Job Description

Pharmacists Mutual has an opening for a Customer Service Representative. This role will respond to internal and external customers and agency or Company personnel requests for information on agency companies and products, including quoting assistance as needed.  Contact internal and external customers within agreed upon timeframes to share information or relay the status of work in progress.  

Customer Service Representative I

  • Entry level.
  • Communicates with internal/external customers.
  • Utilizes core competencies and skills to maximize customer experience.

Customer Service Representative II

  • Have already met expectations of CSR I.
  • Provides excellent customer service to customers, Field Representatives, Sales Associates and other agency colleagues.
  • Analyzes inquiries and other non-routine or complex correspondence.
  • Maintains a working knowledge of all products, services, and procedures.
  • Seek referrals from client base and follow-through to get new accounts.
  • Refers leads to appropriate Field Representative or Customer Service Representative.
  • Responsible for account rounding and the development of new business as appropriate and in accordance with standard practices, policies, and procedures.

Senior Customer Service Representative

  • Have already met expectations of CSR I and II.
  • Provides a high level of support to Field Representatives in obtaining, maintaining, and expanding business.
  • Develops book of business, while acting with a high degree of independent discretion, autonomy, and decision-making.
  • Provides back-up coverage at satellite offices as needed.
  • Attends meetings as directed on behalf of the Agency.
  • Assists Operations Manager in training staff on information acquired at meetings.

Essential Functions

Essential functions may include, but are not limited to the following:    

  • Provide help and advice to customers regarding policy and/or billing questions through professional communication including Investigating and solving customer's areas of concern.
  • Process claim reports and follow-up with Company and/or client.
  • Document discussions and correspondence with customers.
  • Learn products and services and keep up to date with changes.
  • Recognize and follow through on new sales opportunities.
  • Complete general office administration duties.

Knowledge, Skills and Abilities

  • Thorough working knowledge of insurance policies and coverage in order to properly fulfill the needs of our customers.
  • Principles and practices of insurance underwriting, insurance sales, and collection and interpretation of data.
  • Ability to use initiative and apply innovative thinking.
  • Ability to organize and prioritize work.
  • Establish and maintain effective working relationships in a team environment through written and oral communication.
  • Correct English usage, spelling, grammar, vocabulary and punctuation.
  • Ability to work independently to make critical decisions and analyze complex issues.
  • Contribute effectively to the accomplishment of all goals and objectives.
  • Ability to interpret and apply laws, rules and regulations.
  • Obtain and utilize sensitive information discreetly and objectively.
  • Maintain records; prepare reports/correspondence related to the work.
  • Read, interpret, and input data efficiently and accurately.
  • Determine when to escalate concerns to the appropriate level of management.
  • Utilize computer and related software effectively.
  • Must possess high level of customer service skills and empathy. 

Experience and Education Qualifications

Customer Service Representative I

  • High School Diploma or equivalent and 1 year of related experience; or
  • Associate's Degree or equivalent 

Customer Service Representative II

  • High School Diploma or equivalent and 3 years of related experience; or
  • Associate's Degree and 1 year of related experience 

Senior Customer Service Representative

  • High School Diploma or equivalent and 5 years of related experience; or
  • Associate's Degree and 3 years of related experience; or
  • Bachelor's Degree

 Special Requirements, Licenses and Certificates

  • Education plan, special requirements and designations at manager's discretion.
  • Must possess appropriate insurance license for the position, which could include, Property, Casualty, Crop, or Life & Health licenses or obtain within 6 months of hire.


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