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Job Description

Job Description

Salary : $56,000

Customer Service Representative II Job Description

Job Summary

Great Plains Casualty (GPC) is seeking an enthusiastic individual to join our team in a Customer Service Representative II role. This job involves delivering superior customer service by efficiently handling inquiries, issues, and complaints, coordinating effectively with various departments for smooth transactions, and maintaining accurate customer records. Additionally, the role includes contributing to procedural improvements, managing policy-related transactions, and staying updated on insurance products through ongoing training. Reporting to the Programs Manager, you will have the opportunity to grow and develop your professional skills in this role.

Who We Are

Great Plains Casualty (located in Cedar Rapids, Iowa) is an admitted property & casualty insurance carrier that was founded in 2007. We pride ourselves in providinghigh-quality, convenient,andaffordable insurance solutionsto the transportation industry nationally through an efficient digital business model.

At GPC we specialize in serving both owner-operators of heavy trucks operating over the road under a lease agreement, and contract carriers operating under their own authority in the final mile / home delivery segment of the transportation market. We are licensed in 49 states and the District of Columbiaand pride ourselves in our AM Best rating of A- (Excellent).

Job Duties & Responsibilities

Provide prompt, accurate, and friendly customer service.

Resolve customer inquiries, issues, and complaints efficiently and effectively.

Sustain strong communication between agents, brokers, underwriters, and other departments to ensure smooth transaction and communication flow.

Process endorsements, cancellations, and other policy transactions accurately and timely.

Manage and organize customer records, ensuring accuracy, consistency, and confidentiality.

Assist in the development and maintenance of procedural manuals and workflows.

Provide feedback on the efficiency of the customer service process and suggest improvements.

Attend training programs to uphold a sound understanding of the various insurance products and services offered by the company.

Other duties as assigned.

Required Skills & Abilities

Ability to achieve a customer satisfaction rating of 90% or higher by providing prompt, accurate, and friendly service.

Ability to resolve at least 95% of customer inquiries and complaints within the first point of contact or within a 24-hour timeframe.

Ability to maintain a 98% accuracy rate in processing endorsements, cancellations, and other policy transactions within agreed-upon timelines.

Ability to ensure that customer records are 100% accurate and updated, with audits conducted quarterly to verify data integrity and confidentiality.

Ability to contribute to at least two significant improvements or updates to procedural manuals or workflows annually, enhancing operational efficiency.

Demonstrating a thorough understanding of all insurance products and services offered by the company, as evidenced by a 90% or higher score on all training assessments.

Ability to learn and retain information regarding the operation of new software related to position.

Knowledge of trucking and / or transportation insurance is a plus.

Education & Experience

High School Diploma required; Bachelors degree in Business, Insurance, or related field is preferred.

At least 1 year of prior experience in a similar customer service role within P&C insurance, trucking preferred.

Proficiency in MS Windows, typing, MS Office and VOIP call system preferred.

Prior experience in customer service, insurance, or a related field is desirable.

Certificate from Trucking Insurance Risk Management Institute (This includes The Institutes, American Educational Institute, MCIEF, Etc).

If this is not already obtained, pursuing a designation or certificate must be initiated within 6 months.

Property and Casualty License

Physical Requirements

Prolonged periods of sitting and computer usage for long periods of time.

Schedule / location

Monday through Friday from 8am-5pm (Full-Time / hourly).

Located in Cedar Rapids (sporadic remote work approved based on company needs).

25.00 per hour

Benefits

We offer competitive benefits such as :

Health Insurance

401k

PTO & Holidays

All qualified applicants will receive consideration for employment without regard torace, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status.We consider all qualified in a manner consistent with state and local laws.