After Hours Customer Support Representative

$38,825 yearly
  • Michigan Farm Bureau
  • Lansing, MI, USA
Full Time Customer Service

Job Description

To support customers as an extension of the independent contractor insurance agents and Field Customer Service Representatives by providing service, quotes, and sales to existing and potential clients. To provide excellent customer service in a prompt and professional manner. To provide operator service during standard business hours and after standard business hours by answering and taking ownership, as much as possible, of all incoming calls from Farm Bureau Insurance customers and members in a quick and courteous manner. To proactively research and resolve policy issues, promoting additional coverages and binding coverage for customers by phone, as well as interactive chat while documenting activities and reporting back to agent offices.


Assist customers and potential customers with questions regarding billing, insurance coverages and member benefits.


Receive, process and verify insurance and membership transactions.


Take ownership of complaints and inquiries and proactively follow through to resolution.


Required: High school diploma or equivalent required. One-year professional office experience and customer service required. Experienced computer usage and proven skills in Microsoft Outlook, Word, Excel and PowerPoint required. Demonstrated ability to learn new technologies required. Active P/C license required or must be successfully obtained within 90 days of employment. Keyboarding skills with accuracy required. Willingness to pursue continuing job-related training and education required.


Preferred: Associate’s degree preferred with focus on marketing, business administration, management, insurance or finance, or equivalent experience may be considered. Minimum one year call center and interactive customer chat experience in insurance processing preferred. 


Note: This is a fulltime live chat opening. It does require a Michigan PC license, and will have a rotating shift between 8:30am-5pm & 11:30am-8.pm, and work 1 Saturday per month from 9:00am-1:00pm.



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