customer service


Spotlight On: Christine Rojcewicz!

chrissy

We have some very exciting news in our office!  One of our very own employees has been nominated as a Massachusetts Association of Insurance Agents 2014 CSR Star!  Christine Rojcewicz, or Chrissy as she is known around the office and to customers, started at MassDrive in July of 2013, and came to us with no experience whatsoever.  Since then, she has quickly learned the ropes and become an invaluable part of our team!  She handles every phone call with professionalism and grace, and always remains calm no matter what situations arises.  We wanted to take a few minutes to chat with Chrissy and find out a little more about her and her job as a CSR rep.

What’s your favorite thing about your job?

My favorite thing about my job is the customers. I love to help others, and being a customer service rep is all about helping others! I really enjoy working together with our customers to find the best solution to any problem, no matter how complicated. I love a challenge!

What’s the hardest thing about your job?

The hardest part of my job, particularly my role as a retention specialist, is explaining tough rate increases to customers. I place great importance in being certain that the insured truly understands their coverages and any reasons for premium changes. Often, the cause of the rate increase is ambiguous, but I always try my best to clarify the specific reasons for the increase, or decrease, not just quote a price without an explanation. Insurance rates are not black and white, and it is important to me that the insured is comfortable with the insurance they are receiving and the reasons for the cost.

 What do you think it takes to be a good customer service rep?

To be a good customer service rep, one needs to have patience and  perseverance. This job is not easy, but it has the potential for fulfillment and forming great relationships. It takes a lot of patience and humility to remain calm and cooperate with a difficult customer, but when the experience is positive for the insured, it is positive for me as well! The feeling I get after finishing a particularly successful call is very rewarding.

 What’s the key to dealing with an angry customer?

Dealing with angry or upset customers can be very difficult, but the key is to empathize. I try my best to put myself in the customer’s shoes and see the situation from his or her point of view. Often, when I do so, the reason for the customer’s frustration and anger becomes apparent, and I can better assist them.

What do you wish all of your customers knew?

I wish all my customers knew how difficult being an insurance customer service representative can be, and I wish they knew just how far a simple “thank you” really does go. My coworkers and I love nothing more than to share with each other when insureds are grateful and provide positive feedback. Often, a little appreciation can turn my whole day around!

In addition to answering phone calls, keeping up with paperwork, and so much more, Chrissy also implements our Renewal Readiness Program™, which monitors our customer’s policies that are about to renew, and will re-quote them if there is a significant increase in price.  She always goes above and beyond to make sure our customers have the most pleasant experience possible, so we’re wishing her the best of luck in this contest, no one deserves it more than she does!

Meet the MassDrive Agent: Katie

Ever wonder who’s there to help you at MassDrive? Meet Katie! Kate is our customer service manager at MassDrive, and you can rest assured that you’re in good hands when you give her a call with a question or concern. Katie understands that when you’re shopping for auto insurance, you have different needs and preferences – whether you’re shopping for the best price or a policy that offers extra coverage. As a new mom, she knows there are many factors that come into play when looking for a Massachusetts car insurance policy.

Watch the video above to learn more about Katie and MassDrive!

Meet the MassDrive Agent: Eleanor

 

Ever wonder who’s there to help you at MassDrive? Meet Eleanor! Eleanor is our customer service rep here at MassDrive and she works hard to make sure you’re taken care of and that you’re happy with your auto insurance policy. She is always ready to answer your questions, and she cares deeply about her customers, as well as her coworkers here in the office! She always knows the latest about what’s going on in Boston or beyond – if you’re looking for live music in the Boston area or a cool event, ask Eleanor!

Watch the video to learn more about Eleanor and what makes MassDrive such a unique and great place to find car insurance.

Bigger Isn’t Always Better When Choosing a Car Insurance Agency

Have you ever called up and insurance agency an gotten a great rate but never heard of the carrier? Here at MassDrive we work with multiple carriers, some of them being more well-known than others. Quotes are different for every person and every situation, depending on their application and each carrier has different metrics to evaluate a potential policy, which is why you may get a price from one company that is significantly lower than another.

As an agency we have the benefit of running an application through different insurance companies to give our customers the best possible rate. However, sometimes the best rate may come from a company that some customers have never heard of. Unfortunately, this does sometimes sway their decision and result in them opting for a higher quote from a company that is more well-known.

However, just because you may not have necessarily heard of an insurance company doesn’t mean that they are any less reliable than the bigger names. In fact, choosing a small company often has major benefits that go along with it. One of the pros of a small company is that they typically have less clients, and therefore more time to focus on existing accounts. This typically results in better customer service because the person you are talking to is likely to already have a relationship with you and an understanding of your situation. It is important to understand that the reason they have a smaller amount of clientele isn’t because their performance is inferior to larger companies, it’s because they may not have a budget that allows for as much advertising.

Not only may a smaller company have better customer service, they are also more likely to work harder to keep your premium down. Larger companies have so many clients that losing one because of a price increase may not be a big deal to them. For a smaller company, the fact that they have less customers and no money to advertise encourages them to keep their customers as happy as possible. This could result in them putting more effort into maintaining a lower price for their customers in hopes of encouraging them to stay.

This is not to suggest that smaller companies are always less expensive, the price of insurance depends on each individual’s situation, however once you are a customer of theirs you may find them more helpful when it comes to maintaining the best possible rate. When the time comes for you to shop around for an auto quote, keep these benefits in mind if you haven’t heard of certain carriers, it may end up saving you more money in the long run.

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