Service Specialist

POSITION TITLE : Service Specialist DATE : January 2024

REPORTS TO : Operations Department

CLASSIFICATION : Non-exempt EEO CLASSIFICATION : Administrative

POSITION SUMMARY :

A Service Specialist is responsible for overseeing high-quality service delivery and support to our valued clients. They will provide administrative support to the Account Manager, Account Executive, Risk Advisor, and overall office needs.

They will process all administrative responsibilities in a timely manner, including data integration and reporting for the team.

The Service Specialist will be part of an exceptional, resourceful, and collaborative office here at First Mainstreet Insurance.

ESSENTIAL JOB FUNCTIONS & RESPONSIBILITIES

• Develop and nurture strong relationships with clients
• Regularly communicate with accounts to proactively address concerns, gather feedback and identify opportunities for account growth
• Ensure all deadlines are met for assigned tasks to assist with management of accounts
• Manage and report information from client to ensure we are assisting to minimize exposures
• Monitor account satisfaction levels and take proactive measures to ensure high levels of account retention
• Market new business and / or renewal business, in conjunction with a Risk Advisor or Account Manager
• Manage all account work in our agency management system (EPIC) to ensure all data is accurate
• Manage assigned office operations such as mail, phones, office supplies, etc.
• Seek and develop opportunities to increase knowledge of insurance industry trends, market conditions and competitors
• Embrace the tools provided to become efficient in managing a book of business that is assigned
• Maintain confidentiality of client and carrier information
• Perform other duties, as assigned, appropriate to the position

SKILLS & COMPETENCIES

• Proven experience in service management or related client-facing role
• Proficient or able to quickly learn and utilize Microsoft Office and other applications to maximize efficiency and function in a paper-free environment.
• Excellent communication and interpersonal skills, with the ability to interact effectively with clients and stakeholders at all levels
• Exceptional problem-solving skills with a strong focus on client satisfaction
• Strong organization and time management skills
• Strong collaborative and morale skills to motivate and assist a high-performing team
• Ability to adapt to a fast-paced and dynamic environment

PHYSICAL DEMANDS : The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to communicate verbally and to listen for instructions and information.

The employee is also required to sit for long periods of time often in front of a computer monitor and operate a computer keyboard.

The employee must occasionally lift and / or move up to 25 pounds. Specific vision abilities required include close vision, distance vision, color vision, depth perception, and ability to adjust focus.

Summary : This job description is intended to describe the normal level of work required by the person performing the work.

The essential job functions outlined are primary duties and responsibilities. Other duties may be assigned as needs arise or as required.

This description is not intended as a contract and is subject to change. Any written contractual agreements supersede this job description.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

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