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).

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).

• 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, home insurance, etc. through Farmers / Liberty Mutual) and 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).
• Ensure the best experience / interaction is delivered when working with Toyota employees – encourage positive "word of mouth" feedback throughout the Toyota ecosystem.
• Handle all TIMS HOLD / house accounts business retention 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 products to offset premium increases and/or discount.
• Contribute to the organization's bottom line by being critical in keeping business on the books (Call Center starting point, potential expansion to support POS / dealership channel in the future).
• Sales agent backup – as needed, step into the role and be responsible for sales production (pro-rated goal assigned by Call Center Management).

• College degree preferred, but solid work experience appreciated.
• 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 experience.
• Previous experience with luxury carriers such as Chubb.

• Excellent interpersonal communication skills, verbal and written.
• Ability to adapt to changes in business requirements (e.g., 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).

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

• Total number of calls handled / 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.
• Maintain 0 "unfounded" customer complaints.

• 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…