To serve and grow the book of clients by both supporting the sales team in their pursuit of new business and providing extraordinary service, educating the customer, identifying revenue growth opportunities and generating referrals.

Desired Outcomes of this Role

• Maintain a high retention ratio by being proactive and providing extraordinary service
• Look for additional revenue on the book of business in the form of increased coverage, account rounding, adding policy features and generating referrals for new business
• Conducting annual account reviews

Critical Competencies

• Efficiency: Able to produce significant output with minimal wasted effort.
• Honesty/Integrity: Does not cut corners unethically. Earns trust and maintains confidences. Does what is right, not just what is easy.
• Organized & Planning: Plans, organizes and schedules in a productive manner. Focuses on key priorities.
• Aggressiveness: Moves quickly and takes a forceful stand without being abrasive.
• Follow-Through: Lives up to verbal and written agreements, regardless of personal costs.
• Intelligence: Learns quickly. Demonstrates ability to quickly and proficiently understand and absorb new information.
• Persistence: Demonstrates tenacity and willingness to go the distance to get something done.
• Pro-activity: Acts without being told what to do. Brings new ideas to the company.
• Flexibility/Adaptability: Adjusts quickly to changing priorities and conditions. Copes effectively with complexity and change.
• Calm Under Pressure: Maintains stable performance when under heavy pressure or stress.
• Enthusiasm: Exhibits passion and excitement over work. Has a can do attitude.
• Work Ethic: Possesses a strong willingness to work hard and sometimes long hours to get the job done. Has a track record of working hard.
• High standards: Expects personal performance and team performance to be nothing short of the best.
• Openness to Criticism and Ideas: Often solicits feedback and reacts calmly to criticism or negative feedback.
• Listening Skills: Lets others speak and seeks to understand their viewpoints.
• Communication: Speaks and writes clearly and articulately without being overly verbose or talkative. Maintains this standard in all forms of written communication, including emails.
• Teamwork: Reaches out to peers and cooperates with supervisors to establish an overall collaborative working relationship.
• Persuasion: Able to convince others to pursue a course of action.

 

Position Overview:
This position provides customer service and administrative support for clients in the parcel delivery industry. The primary focus is ensuring prompt, accurate, and pleasant service to enhance client satisfaction and retention. The role involves handling truck endorsements, compliance, auto claim intake, and related tasks through HawkSoft & utilizing Certificial.  Calls are expected to be answered with a concierge type service, aiming for a one-call resolution or appropriate transfer.  It requires excellent communication, attention to detail, and a positive, personable approach to client interactions.  

 

Core Responsibilities 

1. Truck Endorsements: 

• Process adding and deleting trucks in HawkSoft & carrier sites promptly upon client request. 

• Ensure immediate and accurate handling of truck-related certificate requests utilizing Certificial or other means required. 

1. Compliance and Claims Intake: 

• Intake simple auto claims and ensure proper documentation and follow-up. 

• Maintain compliance-related records and address basic compliance inquiries. 

1. Client Interaction: 

• Answer client calls promptly and assist with their requests without delay. 

• Exhibit a warm, positive, and engaging demeanor in all client interactions. 

• Build rapport with clients by remembering personal details and previous conversations, enhancing the client experience. 

1. Follow-Up and Attention to Detail: 

• Serve as the primary point of contact for incoming calls, answering the phone regularly and acting as the lead for client inquiries throughout the workday. 

• Handle payment processing and address billing concerns efficiently and accurately, ensuring clients receive clear and helpful support. 

• Ensure all tasks are followed up to completion, verifying accuracy and addressing any outstanding issues. 

• Should be highly self-motivated and possess strong organizational skills. 

• Monitor and manage client inquiries to maintain a high standard of service. 

1. Collaboration and Support: 

• Work collaboratively with producers for more complex work comp changes or other nuanced policy adjustments. 

• Communicate effectively with team members to ensure seamless client service. 

 

Key Qualifications: 

• Proficient in HawkSoft or similar insurance management software. 

• Strong organizational skills, self-motivation, and attention to detail. 

• Excellent verbal communication skills and a professional phone presence. 

• Ability to build and maintain positive client relationships. 

• Friendly, empathetic, and solution-focused mindset. 

 

Work Environment: 

• Schedule: Monday to Friday, 8:30 AM to 5:00 PM with a 60-minute lunch break. 

• Pace: Moderate workload, intentionally designed to avoid high stress or pressure to better serve clients at their call or need. 

• Client Base: Courteous, pleasant clients who value personal and efficient service.