GeoVera Holdings, Inc.

  • Customer Service Representative

    Job Locations US-CA-Fairfield
    # of Openings
    Customer Service
  • Summary

    A Customer Service Representative is responsible for handling incoming calls related to bill payments, Earthquake and/or Homeowner’s insurance under general supervision.  This includes providing information about our products, quoting policies, researching requests and troubleshooting issues.  Assists internal customers as needed for research, system testing and troubleshooting. 

    Essential Functions

    • Provides accurate information in an effective, timely and courteous manner via telephone, and email
    • Demonstrates a professional and positive attitude in all customer and co-worker interactions.
    • Identifies, analyzes, and owns customer policy needs to ensure high customer satisfaction, growth and retention of business.
    • Addresses inbound earthquake sales inquiries for potential customers. Collect and enter appropriate property and payment information to process quotes via the rating software.
    • Provides an accurate and timely response to all inquiries, callbacks and voicemails.
    • Performs detailed research of account history and follow-up to provide customer resolution with flawless accuracy.
    • Acts as a liaison between agents, customers, and internal business units
    • Provides technical support to consumers and producers using the websites.
    • Keeps abreast of policy, product, and procedural changes to provide accurate information to producers, consumers, and policyholder regarding underwriting guidelines, coverage’s and processing.
    • Monitors the call queues and manages individual day to day responsibilities to consistently support performance goals and objectives.
    • Identifies process improvement opportunities and provides the management team with recommendations for improvement.
    • Accepts appropriate and accurate payment information and process payments in a timely manner.
    • Assists with system testing of software upgrades, accounting research and processing of policy changes and cancellations.
    • Meets or exceeds established performance metrics which include, but are not limited to, reporting to work as scheduled, call quality, handle time, first response resolution, etc.


    Additional Responsibilities


    Performs other related duties as required and assists with special projects.

    Minimum Requirements


    Education, training, and experience: 


    • Bachelors, Associates Degree and/or equivalent combination of High School Diploma/GED, training and work experience.
    • Two years of customer service experience, preferably in the Property and Casualty insurance industry
    • Active Property and Casualty License preferred, or
    • Ability to obtain Property and Casualty License within first 6 months of employment and maintain licensing requirements as a requirement of continued employment.  May not be required for part-time employees.


    Knowledge, skills, and abilities: 


    • Must have excellent communication skills, both written and verbal
    • Ability to work efficiently both independently and as part of a team
    • Must work well with all levels of external and internal customers with tact and diplomacy
    • Ability to handle multiple tasks with accuracy, able to prioritize effectively and meet deadlines
    • Basic computer skills (e.g., Microsoft Word, Outlook, etc.) with aptitude to learn new systems
    • Application of good judgment and decision making



    NOTE: Job descriptions are not intended to be exhaustive lists of all responsibilities, skills, efforts or working conditions associated with a job, but are intended to accurately reflect principal job elements. The terms “GeoVera Holdings” or the "Company" as used in this job description may refer to GeoVera Holdings, Inc.


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