Insurance Customer Service Representative

Job Description Job Description This position is located in West Chester, PA US

We are seeking a customer-focused and detail-oriented Insurance Customer Service Representative to support clients with their personal lines insurance needs, including auto and homeowners policies. This role serves as a trusted resource for policyholders, providing exceptional service and guidance through phone, email, and in-person interactions.
The ideal candidate will have strong communication skills, a commitment to customer satisfaction, and the ability to manage policy servicing activities accurately and efficiently. An active Property & Casualty Insurance License is highly preferred; however, candidates with relevant insurance experience who are willing to obtain licensure are encouraged to apply.
Essential Responsibilities
Provide comprehensive service and support for personal lines insurance policies, including auto and homeowners coverage.
Assist clients with policy questions, coverage options, billing inquiries, and general account servicing needs.
Process policy changes, endorsements, renewals, cancellations, and reinstatements accurately and in a timely manner.
Guide clients through insurance options and help them understand available coverages and policy features.
Support customers throughout the claims process by answering questions and coordinating with carriers as needed.
Maintain clear, professional, and responsive communication through phone, email, and in-person interactions.
Resolve client concerns efficiently while delivering a high level of customer service and satisfaction.
Maintain accurate customer records, policy documentation, and account notes within agency management systems.
Collaborate with insurance carriers and internal team members to ensure prompt issue resolution.
Monitor policy activity and follow up on outstanding service requests.
Ensure compliance with all agency procedures, carrier guidelines, and state insurance regulations.
Build and maintain positive, long-term relationships with clients through exceptional service and professionalism.
Qualifications
Required
High school diploma or equivalent.
Strong customer service, communication, and problem-solving skills.
Excellent organizational skills and attention to detail.
Ability to manage multiple priorities in a fast-paced environment.
Proficiency with computer systems, email, and Microsoft Office applications.
Ability to communicate professionally with clients, carriers, and team members.
Preferred
Active Property & Casualty (P&C) Insurance License.
Minimum of 3 years of insurance customer service experience.
Experience servicing personal lines insurance policies, including auto and homeowners coverage.
Familiarity with policy endorsements, renewals, claims support, and agency management systems.
Knowledge of insurance industry regulations and best practices.