Customer Service Representative

Customer Service Representative

Job Description

Summary:
The main function of a call center/customer service specialist is to interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. A typical customer service specialist is responsible for determining the client’s issue, offer possible solutions or providing follow-up as needed. Customer service agents may be inbound, outbound or a combination of both.

Job Responsibilities:
Resolve customers’ service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
Refer unresolved customer grievances to designated departments for further investigation.
Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
Obtain and examine all relevant information to assess validity of complaints and to determine possible causes.
Solicit sale of new or additional services or products.

Skills:
Verbal and written communication skills, attention to detail, customer service skills and interpersonal skills.
Previous experience with computer applications, such as Microsoft Word and PowerPoint.

Education/Experience:
High school diploma or GED required.
5-7 years customer service related experience required.
Additional Role Details: Commercial P&C Underwriting CSR background preferred.

Position’s Contributions to Work Group:
Addressing and resolving customer issues and inquires. Ensuring all customer communication is clearly documented.
Identifying issues and determining appropriate course of action for effective resolution.
Processing results from analysis of data.
Execution of customer service standard processed. Maintaining customer accounts and relationships.

Typical task breakdown:
Customer Service portal and email box inquiries.
Customer account reconciliation.
Reviewing and researching customer requests related to disputed transactions, refunds, payment instructions, etc.
Assist with incoming and outbound customer calls.
Processing new business and insurance policy renewals

Interaction with team:
Daily interaction and collaboration with team is expected in relation to completing complex daily tasks.

Education & Experience Required:
Years of experience: 5-7 years customer service -related experience required.
2 years of insurance related experience
Degree requirement: High school diploma or GED required. (College degree preferred).

Top 3 Skills
1. Attention to detail
2. Quick learner
3. Team oriented

Technical Skills
(Required)
Data Analysis.
Ability to accurately document and record customer/client information.
Previous experience with computer applications, such as Microsoft Office.

(Desired)
Prior P&C insurance experience

Soft Skills
(Required)
Verbal and written communication skills, attention to detail, customer service skills, and interpersonal skills.
Ability to work independently and manage one’s time.
Effective Communication.
Problem Solving.

Notes:
Onsite
Monday-Friday 8am-5pm
Additional Comments (if applicable): Onsite Monday & Wednesdays (full 8 hours),will be onsite full-time as of Q1 2026.

VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.