Customer Service Rep

SUMMARY: Provides office support for Farm Bureau office.  This is a 40 hour a week position.

ESSENTIAL DUTIES AND RESPONSIBILITIES The following duties are representative of those required for this position. All of the duties may not be required, and additional duties may be assigned.

• Maintains and works office hours as established by the supervisor.
• Greets and welcomes customers, determines nature of business, assists customers and provides information about Missouri Farm Bureau and its services or refers customers to appropriate individuals.
• Promptly answers telephone in a professional and friendly manner. Provides information and/or service to callers, takes detailed messages or transfers calls to appropriate individuals.
• Processes incoming and outgoing mail.
• Schedules appointments for the agent(s) as needed.
• Compiles and maintains client folders, lists, and other records.
• Mails newsletters, promotional materials, and other information.
• Receives, receipts, and processes monies daily according to established procedures.
• Maintains and balances thorough records of all receipts and disbursements.
• Obtains and inputs information for insurance quotes as authorized by supervisor.
• Contacts potential customers and inquires about type and expiration dates for current insurance coverage as requested by supervisor.
• Types/processes new member welcome letters and other correspondence, certificates of insurance, new business applications, binders of coverage, claims reports, transmittals, memos, forms, and other general correspondence.
• Processes insurance policy endorsements and obtains and maintains appropriate documentation and signatures as dictated by company rules and insurance regulations.
• Provides support for Agent(s)/ASM(s) in the office, within the confines of a non-licensed status, to help them grow their business and support their insureds.
• Provides general assistance to the Regional Sales Manager and Regional Coordinator as requested.
• Assists county board with preparations for board meetings, attends board meetings and takes, transcribes, and maintains county board meeting minutes as requested.
• Maintains accurate and up-to-date county board and insurance files and documents such as the charter, incorporation papers, by-laws, letter of exemption, service agreement, customer data, policy data, etc.
• Maintains a good knowledge of and promotes Farm Bureau’s programs, services, and member benefits.
• Assists county board and volunteers with planning and implementing county annual meeting, projects and activities and in promoting and organizing activities and functions as requested.
• Attends required meetings and training sessions.
• Assists in membership drives and activities as requested.
• Assists in maintaining a clean and orderly office.
• Provides excellent customer service to all external and internal customers and maintains a good working relationship with field and Home Office personnel.
• Performs other duties as assigned.

 EDUCATION and/or EXPERIENCE

• High school diploma or general education degree (GED) Experience in customer service preferred.

   

  LANGUAGE SKILLS

• Ability to read and comprehend instructions, correspondence and memos.
• Ability to compose and type simple correspondence.
• Ability to effectively communicate and present information in one-on-one and small group situations to customers, clients, members and other employees of the organization in both written and oral formats.

   

  MATHEMATICAL SKILLS

• Ability to add, subtract, multiply and divide in all units of measure using whole numbers, common fractions and decimals.
• Ability to compute rate, ratio and percent.

   

  REASONING ABILITY

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving concrete variables in standardized situations.
  
  
  

 OTHER QUALIFICATIONS

• Ability to type a minimum of 40 wpm.
• Working knowledge of Microsoft Office products or other similar software.
• Proficient in the operation of Farm Bureau’s policy administration and billing software or ability to become proficient in the use of such software no later than 90 days after employment.
• Ability to communicate effectively with people in person and on the telephone.
• Outstanding customer service skills and ability to maintain good relationships with the public and with coworkers.
• Ability to exercise initiative and to work with limited supervision.
• Ability to set priorities and to process a heavy volume of work.
• Occasional evening meetings, travel to regional meetings, and overnight travel required.