| |
|
| 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—A subset of 76. 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. |
|
|
|
 |
 |
|
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