Location: Needham, MA, Hybrid position (2 days a week)

　　Position Overview:  Senior Customer Service Representative, Personal Lines has the primary responsibility of providing superior customer service to clients. Our first objective is to retain existing clients.

　　Critical Job Functions:

　　Respond promptly to client inquiries via phone, mail and email in a professional and courteous manner. Strive to resolve all inquiries during first communication with client. View every client contact as an opportunity to impress our clients. Review exposures, loss experience and current coverage. Provide proactive solutions and recommend appropriate products. Follow department protocol for taking the next call in the queue and return all calls as promised. Document all verbal communications with clients and carriers in a prompt manner.  Records must reflect the current status at all times. Assist with the solicitation of new accounts and the retention of existing accounts.  Look for new sales opportunities by cross-selling. Develop a strong working knowledge of carrier websites and utilize the sites to secure accurate and timely information for our clients.  Remarket accounts according to agency guidelines.  Consider the current program and if warranted, provide other options to the client. Assume ownership of customer concerns and feedback until successful resolution.  Comply with all internal procedures and practices while demonstrating the ability to meet service performance and quality standards. Work as a team and contribute to the team effort by openly sharing insurance knowledge. Become a student of the business.  Seek insurance knowledge through training and education.

　　Skills & Qualifications:

　　2-3 years Personal Lines Insurance Experience. Excellent organizational and time management skills. Strong customer service focus & communication skills. Excellent diplomacy skills / ability to resolve issues. Independent user of technology. Educational requirement:

　　College graduate or equivalent experience    P&C license is required                                                                                                                            WHY JOIN US? 

　　15th Largest Broker in US Voted " Best Place to Work" in the Insurance Industry Awesome Benefits:  401K matching, Generous Time Off Policy, Flexible Work Options, Medical, Dental, Vision, Pet Insurance, Cancer Insurance, Wellness Programs, Employee Award Programs (Trips!). EPIC embraces diversity in all its various forms—whether it be diversity of thought, background, race, religion, gender, skills or experience. We are committed to fostering a work community where every colleague feels welcomed, valued, respected and heard. It is our belief that diversity drives innovation and that creating an environment where every employee feels included and empowered, helps us to deliver the best outcome to our clients. An Equal Opportunity/Affirmative Action Employer.

　　#LI-TM1 #Hybrid