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Customer Service Specialist

Xceedance, Inc.

This is a Full-time position in Atlanta, GA posted June 16, 2021.

Job Description

Title: Customer Service Specialist

Division: Operations

Reports To: Manager of Customer Service

Classification: Full Time, Non-Exempt

Rate: $11-$14 /hr

Job Summary

The Customer Service Specialist position is responsible for answering and resolving insured and agent telephone calls while maintaining a positive relationship with each contact, with a goal of constantly exceeding service expectations. This position will also initiate follow-up calls and letters, track and process returned mail, and provide information on the insurance policy by explaining coverage and types of policies.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Understand the P&C insurance processes from insured and client perspective

Follow underwriting guidelines provided for assigned client company, maintain client guidelines with updates

Follow general processing procedures provided by Xceedance

Process high volumes of calls and frequent procedural changes with accuracy rate of 98% or better against Service Level Agreement deadlines

Manage workload, using time appropriately

Establish and maintain positive relationships with clients through friendly, customer-oriented service

Utilize client system of record to access and relay information to verified callers, and document all conversations to the policy record

Troubleshoot and identify apparent deviations in normal activities which may indicate potential problems within the system and/or workflow

Establish and build critical client relationships, with a goal of constantly exceeding service expectations.

Initiate follow-up calls and letters.

Assist with special projects and other duties as assigned

Required Education and experience

A minimum of 2 years customer service experience, preferably in an insurance company or agency environment

Proven track record of exceptional dedication to provide friendly, customer-oriented service.

Demonstrated communications skills, both orally and in writing, and strong interpersonal skills

Must be detail oriented and able to multitask.

Must be able to work a flex schedule each week with varying 8 hour shifts of 10:00am-6:00pm, 11:00am-7:00pm, 12:00pm-8:00pm and 2:00pm-10:00pm. Must be available to work at least two shifts a week until 10:00pm.

Preferred Education and Experience

Property & Casualty licensed agents

Bilingual Spanish


Problem Solving.

Customer/Client Focus.

Communication Proficiency.

Time Management.

Ethical Conduct

Decision Making

Supervisory Responsibility

This role has no supervisory responsibilities

Work Environment

This job operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, photocopies, filing cabinets and fax machines.


No Travel is expected for this position

Position type/Expected Hours of Work

This is a full-time Position. Days and hours of work are Monday through Friday 8:30 a.m. to 5 p.m. Occasional evening and weekend work may be required as job duties demand.

EEO Statement

Xceedance provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal or local law. Discrimination of any type will not be tolerated.


The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and

skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

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