| |
|
| 76. |
|
Service-Related
Personnel—Non-commissioned personnel
who have responsibility, either directly or indirectly,
to
provide or support service delivery to the agency's clients. |
| 77. |
|
CSR—Customer
Service Representative—Positions with the main
responsibility of client service or to provide
support in providing client services. Includes Account Executives, Senior CSRs,
CSRs, Account Managers, Assistant
CSRs. |
| 78. |
|
Selling
New Business—Includes total account
development (i.e., account rounding, upgrading, and
cross-selling)
and may include soliciting new accounts in the absence of a dedicated producer. |
| 79. |
|
Customer
Service & Processing—Includes activities
such as processing new and renewal accounts, issuing
endorsements/ID's/certificates of insurance, file maintenance, speaking with
customers on the phone, company
correspondence, invoicing, etc. |
| 80. |
|
Administration—Includes
any time spent on non-customer service functions such
as training, education,
receptionist duties, internal meetings, agency matters, general clerical duties,
etc. |
|
|
|
|
|
