Customer Service Representative II
Tower Hill Insurance Group, Gainesville, FL, United States
Job Type: Full-time
Tower Hill Insurance Group has an exciting opportunity for a talented
Customer Service Representative II
who enjoys intellectual challenges and is seeking a rewarding career with a company that is experiencing growth. Not only is Tower Hill Insurance one of Florida's most trusted names in homeowners insurance, but it also offers great opportunities for career advancement and personal growth, along with very competitive benefits and rewards. We are growing at a consistent pace and seek professional individuals with drive, a team mentality, who want to make an impact, and are committed to a long-term career in the insurance industry. Essential Duties & Responsibilities
Handle inbound/outbound phone and email inquiries about policy changes, renewals, billing information, cancellations, initial claim reporting, claims status, policy guidelines and procedures, policy quoting, and the ability to discuss the policy declarations page in detail. Service the following contact center queues: Policy Inquiry, Claims, Agency Service, Commercial and TH Specialty Policy and Agency Service; other queues may be assigned as needed. Achieve a monthly production score of 87% or above for the following categories: Call Performance, Policy Audits, Aux Reporting, Schedule adherence, and Attendance for six consecutive months. Discuss and provide a detailed explanation of our Policy Declarations Page, which lists each coverage associated with premium amounts. Explain endorsement changes made to the policy. Provide a detailed breakdown of Tower Hill Insurance Exchange. Document summary of each customer contact via our system applications. Rely on instructions and pre-established guidelines to perform the functions of the job. Provide professional and correct information in a business‑like and friendly manner with the goal of ensuring customer satisfaction. Strive for first‑call resolution, including providing options and alternatives to best assist the customer. Maintain full knowledge of department FAQs documents. Work extended hours to meet Call Center demands and during catastrophes events as needed. Prepare faxes, emails, receipts, and other correspondence as requested. Conform to proper business etiquette and company guidelines including THIG core values with a positive attitude. Assist leadership with special projects and other assigned tasks. Additional Duties
This job description reflects the general duties considered necessary to describe the essential functions of the job and should not be considered a complete description of all the work requirements and expectations of the position. Tower Hill reserves the right to assign duties not listed herein as necessary to accomplish the goals of the organization. Requirements
High School Diploma or GED required. Minimum of two (2) to three (3) years of customer service or call center work experience required. Previous work experience in insurance services or related service industry is a plus. Professional Insurance Designations preferred. Valid Driver’s License required. Florida 4‑40 Customer Service License preferred. Preferred Work Arrangement & Locations
Tower Hill currently operates in a hybrid work environment and may consider candidates located outside of our established office locations. We are presently open to hiring in the following states: CT, FL, GA, IA, IN, KY, MI, MS, NC, OH, SC, TN, TX, UT, VA, WV. Benefits
Medical Dental Vision Life & Disability Insurance 401(k) Health Savings Account Accident, Critical Illness and Hospital Indemnity Pet insurance Paid time off & Holiday pay Tower Hill Insurance is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Tower Hill Insurance is committed to working with and providing reasonable accommodation for individuals with disabilities. If you need reasonable accommodation because of a disability for any part of the employment process, please send an e‑mail to hrdepartment@thig.com and let us know the nature of your request and your contact information.
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Customer Service Representative II
who enjoys intellectual challenges and is seeking a rewarding career with a company that is experiencing growth. Not only is Tower Hill Insurance one of Florida's most trusted names in homeowners insurance, but it also offers great opportunities for career advancement and personal growth, along with very competitive benefits and rewards. We are growing at a consistent pace and seek professional individuals with drive, a team mentality, who want to make an impact, and are committed to a long-term career in the insurance industry. Essential Duties & Responsibilities
Handle inbound/outbound phone and email inquiries about policy changes, renewals, billing information, cancellations, initial claim reporting, claims status, policy guidelines and procedures, policy quoting, and the ability to discuss the policy declarations page in detail. Service the following contact center queues: Policy Inquiry, Claims, Agency Service, Commercial and TH Specialty Policy and Agency Service; other queues may be assigned as needed. Achieve a monthly production score of 87% or above for the following categories: Call Performance, Policy Audits, Aux Reporting, Schedule adherence, and Attendance for six consecutive months. Discuss and provide a detailed explanation of our Policy Declarations Page, which lists each coverage associated with premium amounts. Explain endorsement changes made to the policy. Provide a detailed breakdown of Tower Hill Insurance Exchange. Document summary of each customer contact via our system applications. Rely on instructions and pre-established guidelines to perform the functions of the job. Provide professional and correct information in a business‑like and friendly manner with the goal of ensuring customer satisfaction. Strive for first‑call resolution, including providing options and alternatives to best assist the customer. Maintain full knowledge of department FAQs documents. Work extended hours to meet Call Center demands and during catastrophes events as needed. Prepare faxes, emails, receipts, and other correspondence as requested. Conform to proper business etiquette and company guidelines including THIG core values with a positive attitude. Assist leadership with special projects and other assigned tasks. Additional Duties
This job description reflects the general duties considered necessary to describe the essential functions of the job and should not be considered a complete description of all the work requirements and expectations of the position. Tower Hill reserves the right to assign duties not listed herein as necessary to accomplish the goals of the organization. Requirements
High School Diploma or GED required. Minimum of two (2) to three (3) years of customer service or call center work experience required. Previous work experience in insurance services or related service industry is a plus. Professional Insurance Designations preferred. Valid Driver’s License required. Florida 4‑40 Customer Service License preferred. Preferred Work Arrangement & Locations
Tower Hill currently operates in a hybrid work environment and may consider candidates located outside of our established office locations. We are presently open to hiring in the following states: CT, FL, GA, IA, IN, KY, MI, MS, NC, OH, SC, TN, TX, UT, VA, WV. Benefits
Medical Dental Vision Life & Disability Insurance 401(k) Health Savings Account Accident, Critical Illness and Hospital Indemnity Pet insurance Paid time off & Holiday pay Tower Hill Insurance is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Tower Hill Insurance is committed to working with and providing reasonable accommodation for individuals with disabilities. If you need reasonable accommodation because of a disability for any part of the employment process, please send an e‑mail to hrdepartment@thig.com and let us know the nature of your request and your contact information.
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