Job description

POSITION TITLE: Client Support Specialist

POSITION PURPOSE:

Responsible for executing administrative and client servicing functions for American Church Group of Colorado, LLC (“Company”) such as managing and overseeing routine email and mailings to customers, assisting with quoting and data management, and communicating with customers over the phone, in a timely and effective manner for the benefit of the Company.

ABOUT US: Learn more about our agency & mission: https://www.youtube.com/watch?v=f0rM_94gazo

STANDARDS OF PERFORMANCE:

• Actively supports and incorporates company mission and core values into daily activities.
• Maintains a positive and respectful attitude with colleagues.
• Works as a team member to achieve department goals and overall company goals.
• Demonstrates positive customer service skills, internally and externally, with effective communication, respect, and integrity.
• Maintains confidentiality of all information related to clients, customers, employees, carriers, or as appropriate, other information.
• Consistently reports to work on time prepared to perform duties of position.
• Demonstrates leadership skills and continually leads by example.

ESSENTIAL FUNCTIONS:

• Manages customer onboarding process, including preparing letters, emails, making phone calls to ensure customer is aware of all the tools at their disposal.
• Follows customer retention process, proactively ensuring customer satisfaction through follow up on claims and billing, and prompt delivery of requested certificates and auto ID cards.
• Manages incoming and outgoing mail for the Company, including preparing letters to accompany policies and ensuring prompt and professional document delivery.

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• Manages database of prospects and clients
• Assists colleagues with optional quoting and simple policy change request submissions.
• Answers phones, discerning which questions to answer and routing others to the appropriate colleague.
• Assists management with sending targeted email campaigns, gifts, special mailings, etc. to serve our customers, prospects, and Company staff.
• Assists management with event coordination (security, abuse prevention, risk mitigation seminars) and implementation to provide a positive experience for our customers and prospects.
• Manage inventory of supplies, along with the reordering process as instructed by management.
• Implements survey process for valuable customer feedback on process, and work with team to affect positive changes.

QUALIFICATION REQUIREMENTS:

• Possesses a high school diploma or higher.
• Prior experience in an office setting.
• Has ability to perform multiple tasks in complex working environment accurately and efficiently.
• Possesses above average computer knowledge and skills.
• Has knowledge and experience necessary for independent decision-making ability.
• Possesses a supportive and responsive manner with customers.

BUSINESS SKILLS REQUIRED:

• Identifying and troubleshooting problems.
• Writing a business letter.
• Handling difficult clients.
• Giving and taking criticism.
• Managing time.
• Working independently and being self-motivated.
• Dealing with stress.
• Combining speed with accuracy.

SERVICING SKILLS CHECKLIST:

• Active listening.
• Empathetic responses.
• Negotiating with customers.
• Building relationships with clients.
• Handling complaints.
• Controlling the conversation.
• Follow-up.
• Effective questioning.
• Retaining accounts.

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Job Type: Full-time

Pay: $46,990.00 - $49,882.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid training
• Vision insurance

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Lincoln, NE 68506: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service (Preferred)

Work Location: In person

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