An account service representative is primarily responsible for managing customer financial accounts and records within a company. These representatives generally work in an office environment, though some are able to work from a home office. This position generally maintains typical office hours (Monday - Friday), but hours may vary depending on the particular company.
An account service representative does not typically need formal education or training, but many companies require prior experience in customer service. Some field training may also be required depending on the company and nature of the field.
The account service representative is typically the first point of contact between a client and the company. Specific responsibilities and duties may vary, but they are generally responsible for: maintaining customer records and accounts, resolving customer issues, assisting with placement of orders, taking payment information, maintaining confidentiality, answering questions about the company, assisting with refunds or exchanges, suggesting solutions to customers, compiling reports regarding customer satisfaction, and handling changes in policies.
Those in this position should always maintain an upbeat attitude, as they will act as representatives for their entire company. Applicants should have proficient arithmetic skills and superior skills in communication, data entry, time management, and multi-tasking.
Account Service Representative Tasks
Implement an outbound policyholder communications process to increase customer satisfaction and improve retention results.
Assume ownership of assigned customer accounts.
Up-sell coverage to existing policyholders via phone, internet and written request.
Answer questions regarding coverage and premiums.
Quote and sell new personal line products to prospective clients and cross-sell existing clients.