Building Blocks for Business
Position – Customer Service Specialist
Department: Coordination Location: Remote
FSLA Status: Non-Exempt Revised: 2025
Customer Service Specialist (CSS) Primary Purpose:
Assist the Account Coordinator Service team in daily service tasks such as, but not limited to, policy inquires, processing claims, carrier billing, and insurance underwriting memos. Duties include follow-up on tasks, corresponding and verbally communicating with clients and internal and field sales. All activities and communication will be documented in the Agency Management System. A CSS will perform the above functions in conjunction with providing exceptional customer service to carriers, vendors, customers, brokers and peers. The CSS is also able to actively anticipate the needs of BBforB customers to enhance service delivery while conducting business in a cost-effective manner.
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Expected Outcomes Delivered by 6 weeks:
· Complete and pass all carrier and vendor training/tests.
· Work in Agency Management System Workzone keeping all tasks and events current.
· Responsible to ensure your work ethic and written correspondence is conducted with the BBforB standards.
· Manages multiple detailed responsibilities simultaneously, under pressure and is flexible to changing priorities, anticipating needs and acting upon those needs.
· Properly input and maintain all work, documentation, and correspondence in Agency Management System and all scheduling and/or booking calendars.
· Have an understanding of the sales products, services and underwriting requirements offered through our Partner Relationships.
· Understand the Lifecycle of the client, beginning with sourcing the prospect through implementation, enrollment and ongoing service.
Skills/Activities to Deliver Outcomes:
· Arrive at your workstation ready to work at your designated start time.
· Create, manage, update, and complete tasks in the Agency Management System.
· Record all communication in Agency Management System. The notes should be thorough so that anyone who reads the notes clearly understands what took place.
· Save and name attachments and emails properly and accurately in Agency Management System
· Provide assistance with general service inquiries.
· Correspond and actively communicate with clients, vendors, brokers, and peers.
Customer Service Specialist (CSS) Responsibilities:
· Ensure a high level of service delivery, and address and resolve any related assigned tasks involving policy inquiries, claims, underwriting, billing and other tasks assigned.
· Read and retain knowledge of carriers and vendors offered through BBforB. Includes but is not limited to products, websites, limitations, and being able to answer questions when working with carriers, vendors, brokers, and clients while being good stewards of BBforB.
· Participate in mandatory training relating to BBforB software providers and Partnered Relationships with BBforB.
· Save all data in Agency Management System and/or CRM.
· Performs other duties as assigned.
Expected Outcomes monitored weekly:
· Workzone is consistently less than 10% past due
Role based competencies:
· Appreciates and likes standardized controls and policies
· Enjoys a stable, predictable environment with steady work follow
· Willing to pitch in and complete the task
· Accurate fact finder
· Learns quickly
· Very patient in working with a wide variety of people
· Critical thinking and problem-solving ability
· Seeks performance feedback from his/her manager and from others with whom he/she interacts on the job
· Takes initiative
· Takes time to effectively communicate verbally, through email or in person
· Excellent customer service
· Follows through on commitments
· Attention to detail
· Work ethic is impeccable
Qualifications:
· Data entry, computer software experience, and use of Microsoft Office (Outlook, Word, Excel)
· Life and Health Insurance License not required but a plus
· Supplemental, Health and/or Ancillary Benefits background a plus