Customer Support Representative
Holman Enterprises

Job Info

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Holman is a global automotive leader that serves both commercial and consumer clients The Holman Way by always doing the right thing for our people, our customers, and the community since 1924. The Holman story began nearly a century ago as a single Ford dealership in New Jersey. Today, Holman, headquartered in Mount Laurel, New Jersey, is one of the largest family-owned automotive service organizations in North America with more than 6,500 employees across North America, the UK, and Germany.

Holman delivers a unique range of automotive-centric services including industry-leading fleet management and leasing; vehicle fabrication and upfitting; component manufacturing and productivity solutions; powertrain distribution and logistics services; commercial and personal insurance and risk management; and retail automotive sales as one of the largest privately owned dealership groups in the United States. Guided by its deeply rooted core values and principles, Holman is continuously Driving What's Right.

Across the entire Holman organization, extraordinary customer care stands as one of the very top priorities of the business. In fact, providing best-in-class support to each and every Holman client defines who we are as a business - it is engrained in our culture. Since insurance is largely a service-driven industry, this ideal to go above and beyond our customer's expectations is critically important. The Customer Support Representative (CSR) role is the frontline of our commitment to our insurance prospects and clients.

Duties and Responsibilities

• Handle incoming customer phone calls and either resolve issues or reroute to a team member. Follow-up with customers as needed to ensure requests have been met.
• Process policy changes, answer billing questions, issue insurance documents and certificates and other service requests that might come via phone, e-mail or mail.
• Assist the sales team by organizing, scanning and electronically filing required insurance policy documents and customer information.
• Assist the customer support team by assisting with policy audits, uploading or downloading information and helping with retention efforts.
• Field questions from prospects and customers regarding insurance coverage options, policy provisions, discounts and pricing and other information that might be requested.
• Participate in efforts to maximize renewal retention. These efforts might include renewal audits, client surveys or questionnaires conducted by phone, thank you calls, birthday or anniversary mailings or other customer care initiatives as directed.
• Work closely with management team to help achieve premium, retention and growth targets for all lines of selected business.
• Act as a brand ambassador for the insurance group at all Holman functions and across the Holman organization.
• Become acquainted with, and a robust user of, the Agency Management System as chosen and installed by the business. This will include attending both live and recorded training sessions as well as independent study and 1-1 training in office.
• Interact with Account Representatives and customer service personnel as needed to help the business consistently meet its growth and service objectives. This may involve assisting with new employees from time to time, helping to train others on the business operating system or sharing successful ideas and processes with the rest of the frontline.
• Complete administrative tasks as directed by the leadership team including, but not limited to, taking incoming calls, making outbound customer calls, responding to e-mails, filing (electronic and paper), sorting and distributing mail, assisting with community and corporate events, responding to carrier communications and assisting the finance and accounting team with tasks that may be assigned.

Position Requirements

• Individuals must be highly organized and exceptional at following-up on assigned tasks and company or customer requests.
• Dedicated to delivering exceptional customer care to all prospects and clients of the business.
• Property and Casualty insurance experience is preferred.
• Candidates must have an insurance license or be able to sit for and pass state licensing exams for Property and Casualty. License issuance will be required within 90 days of joining the Holman organization.
• Able to interact comfortably, both over the phone and in person, with prospects, clients, referral sources and business colleagues both in and outside of the Holman group of companies.
• Excellent writing and communication skills.
• Some flexibility in work schedule. This position may require some evening and Saturday hours.
• Adaptability. Holman is the newest division in a successful group of growing companies. Candidates must have a "get it done" attitude and be willing to adapt and change as the business grows.
• Focused on learning and personal growth.

At Holman, we exist to provide rewarding careers and better lives for employees and their families. We hire, train, empower, and reward exceptional people. Our journey is guided by our desire to get it right every time and the acknowledgement that we have an opportunity to be better. To be better, we have to do better, and to do better we must know better. That's why we are listening, open to learning new things - about ourselves and each other. We will never stop striving for improved diversity, equity, and inclusion because we are successful together when we feel trusted and supported. It's The Holman Way.

Holman provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type 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.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

This job has expired.