Customer Service Retention Specialist

Who are we:

Toyota Insurance, including its affiliates Connected Analytic Services (CAS) and Advanced Connectivity (collectively “TIMS”) is a joint venture between Aioi Nissay Dowa Insurance Services, USA (AIS) and Toyota Financial Services International Corporation. Our objective is to sell and service innovative auto insurance products to Toyota and Lexus owners with a specific focus on telematics-enabled, usage- based insurance (UBI).

Job Overview:

The Customer Service Retention Specialist (SXS) is a customer-centric, front-facing, charismatic, talented individual that thrives in a collaborative and challenging environment and is committed to delivering an effortless, efficient, and personalized customer experience. The SXS will have targeted service and sales goals to drive excellence in our customer experience.  In this role, the SXS will create an exceptional customer experience through handling/making inbound/outbound customer service calls and internal call transfers for cross sale opportunities, which contributes to improved customer satisfaction and retention, as well as handling employee inbound calls from Toyota Financial Services (TFS) and Toyota Motor North America (TMNA).  

Job Responsibilities:

• Handle customer service calls that route to the Call Center – answer billing questions, make policy changes as requested, identify Cross Sell/Service opportunities, and offer additional products that offer the customer value (multi-policy discounts & increase retention by securing additional products).
• Responsible for handling employee inbound calls:

Sales – Auto insurance (non-employee vehicle), Home insurance, etc. through Farmers/Liberty Mutual insurance companies (offer Toyota employee discount).

Service – All products sold through TIMS; answer billing questions, make policy changes as requested, identify Cross Sell/Service opportunities, and offer additional products that offer the customer value (multi-policy discounts & increase retention by securing additional products).

• • • Ensure the BEST experience/interaction is delivered when working with Toyota employees – encourage positive “word of mouth” feedback throughout the Toyota ecosystem.
      

Business Retention

• • • • Handle all TIMS HOLD/House accounts business retention results and responsible for favorable results (renew the policy and/or salvage the business relationship and shop it with other carrier partners).
      • Cross Sell/Service – find and offer relevant additional product/s to help offset premium increases and/or discount.
      • Responsible for contributing to the organization’s bottom line by being a critical part of keeping business on the books (Call Center as a starting point, potential expansion to support POS/Dealership channel in the future).

Sales agent back up – as needed, as call/lead volume warrants, will step into the role and be responsible for sales production (pro-rated goal will be assigned by Call Center Management).

Required Education and Experience:

• College degree preferred, but not We appreciate solid work experience.
• Insurance sales experience: 5 years (Preferred); 2 years (Required).
• Property and Casualty (P&C) Insurance License (Required).
• Bilingual (Spanish/English) or multilingual.
• Minimum of 1-year insurance customer servicing
• Previous experience with luxury carriers such as Chubb.

Required Knowledge, Skills, and Abilities:

• Excellent interpersonal communication skills, verbal and written.
• Ability to adapt to changes in business requirements (i.e.: shift and weekend work schedules).
• Excellent active listening skills.
• Ability to self-manage and prioritize workload.
• Proficient computer skills, specifically with Microsoft Office products and Agency Management Systems (ASM).
  

Required Competencies:

• Detail oriented
• Customer Focus
• Relationship builder
• Business Acumen

Metrics:

• Total number of calls handled total number of calls delivered in a month (Service calls).
• Service Quality – deliver the best experience possible with all customers & be the SME for Toyota products/insurance - potential customer surveys.
• X-Sell Premium – achieve/exceed monthly widget/premium targets as established by Call Center Management (goal will be assigned monthly/quarterly, subject to change, and will be communicated ahead of time).
• Maintain 0 “unfounded” customer complaints.

Work Environment and Physical Demands:

We are committed to leveraging technology to enable home-based environments, ensuring:

• No one can see your screens, keyboards, or confidential documents.
• Area is located where no one can overhear your conversations.
• Free from potential hazards affecting equipment (e.g., pets, plants, water, etc.).
• Workspace is not vulnerable to theft.
• Free from distractions.

Scope of Management:

Total of direct reports: 0

Degree of Travel:

None

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. The job description is not intended to be all inclusive of the multitude of tasks that may be assigned, but rather to provide a general overview of the expectations and responsibilities of this position. As the nature of business demands change, so may the functions of this position. Additional duties and responsibilities may be assigned.

FLSA Job Status:  Non-Exempt + Commission Eligible             

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

An Equal Opportunity Employer: Female / Minority / Disability / Protected Veteran / Sexual Orientation / Gender Identity

EEOC is The Law Information poster: Know Your Rights: Workplace Discrimination is Illegal (eeoc.gov)

Candidates must already hold work eligibility for the United States.