Customer Service Specialist

Location: Van Wert, OH

Standard Schedule: 9:30 a.m.- 6:00 p.m., with a rotating 11:30 a.m. – 8:00 p.m. schedule every 10 working days following the completion of training.  

We’re a team of employees who are passionate about delivering best-in-class customer service and innovation in the industry. We prioritize integrity, relationships, and excellence in all aspects of our work. Our employees can fully utilize their talents and bring their best selves to work. We believe who you are is just as important as what you do! 

As a Customer Service Specialist, you’ll help fulfill Central’s promise to our customers by recognizing, understanding, and responding to their needs. 

How You’ll Make an Impact 

• Service a high volume of incoming calls and emails from policyholders, agents, and internal customers
• Exercise initiative and judgment while researching and responding to customer inquiries
• Proactively provide solutions and options to customer needs
• Apply knowledge of the billing system and other applicable systems
• Process electronic premium payments from customers
• Handle a variety of billing-related transactions including billing revisions, reinstatements, payment plan, billing method, and due day changes
• Acquire, maintain, and apply basic understanding of personal lines and commercial lines insurance
• Work within many supporting systems to fully service incoming requests
• Handle a variety of policy-related transactions and other customer service-related tasks
• Soft-sell various electronic options to customers
• Train others as needed
• Create and maintain strong relationships with agents, policyholders, and other internal stakeholders
• Demonstrate strong interpersonal skills with a collaborative style
• Communicate effectively and professionally using proper grammar both orally and in writing
• Prioritize multiple tasks to meet required deadlines and work independently
• Assist with testing initiatives 

Why Central Insurance in Van Wert? 

• Competitive pay rates
• Work/life balance (no weekends)
• Hybrid work model after completion of training
• Career advancement opportunities
• Tuition reimbursement
• Comprehensive benefits package that starts on your first day (for full-time employees)
• Stability of a 148-year-old company 

What You’ll Bring

• One year of consistent experience in a professional-level customer service environment is required 
• Ability to build rapport with each customer, both internal and external, and actively listen and respond to requests
• Demonstrate strong interpersonal skills with a collaborative style
• Ability to comprehend and communicate effectively and professionally using proper grammar both orally and in writing
• Strong analytical, comprehension, and mathematical skills
• Demonstrate strong time management skills to effectively prioritize multiple tasks to meet required deadlines
• Ability to work independently and as part of a team
• Exercise initiative and judgment while researching and solving customer inquiries
• Strong attention to detail
• Adaptable to change
• Conflict resolution and strong problem-solving skills
• Ability to understand Central Insurance’s policies and processes

Preferred

• Knowledge of the Microsoft product suite
• Bilingual (Spanish)
• Exceptionally strong customer handling, conflict resolution, and problem-solving skills and focus on quality of customer experience