Senior Customer Service Representative

Job Description

Job Description

Licensed Senior Customer Service Representative

Kelly Insurance Agency | Pottstown, PA

Join a Team That Values Relationships, Expertise, and Growth

At Kelly Insurance Agency, we believe insurance is about more than policies—it's about protecting families, businesses, and the futures they've worked hard to build. As a trusted agency serving the Pottstown community, we've built our reputation on exceptional service, honest advice, and lasting client relationships.

We're seeking an in-office, experienced, licensed insurance professional who enjoys helping clients, solving problems, and identifying opportunities to better protect the people they serve. This is an ideal opportunity for a Customer Service Representative who wants to leverage their insurance expertise while earning additional compensation through account rounding, cross-selling, and relationship-building.

If you're looking for a supportive team environment where your experience is appreciated and your contributions directly impact agency growth, we'd love to meet you.

What We Offer

• Competitive base salary based on experience
• Uncapped commission and bonus opportunities from cross-selling and quality performance
• Quarterly performance bonuses and monthly incentive programs
• Structured onboarding and training plan
• Established book of business and strong agency reputation
• Supportive, collaborative office culture
• Clear opportunities for professional growth and advancement
• In-office role with a highly engaged team environment

Position Overview

As a Licensed Senior Customer Service Representative, you will serve as a trusted advisor and primary point of contact for our clients. You'll handle policy servicing, coverage reviews, renewals, and client retention efforts while identifying opportunities to improve coverage and strengthen household relationships.

This role blends customer service and inside sales, making it ideal for someone who enjoys helping clients while contributing to agency growth.

Responsibilities

Key Responsibilities

• Build and maintain strong relationships with clients through proactive communication and exceptional service
• Assist clients with policy changes, billing questions, renewals, claims support, and coverage inquiries
• Conduct comprehensive policy reviews to identify coverage gaps and protection opportunities
• Recommend additional products and coverage options when appropriate
• Generate referrals and strengthen household relationships through outstanding service
• Support client retention efforts and agency growth initiatives
• Educate clients on insurance concepts and coverage options in a clear, easy-to-understand manner
• Maintain accurate documentation and client records
• Collaborate with agency team members to deliver a best-in-class customer experience

Requirements

Qualifications

• Active Property Casualty License required
• Insurance agency experience/Allstate experience preferred
• Life Insurance License is a plus
• Strong customer service and relationship-building skills
• Ability to identify sales opportunities through service conversations
• Excellent communication and problem-solving abilities
• Detail-oriented and highly organized
• Positive attitude and professional demeanor
• Ability to work independently while contributing to a team environment

Who Will Thrive Here?

The ideal candidate is someone who enjoys being the trusted resource clients rely on. They take pride in delivering exceptional service, proactively identifying client needs, and helping families secure the protection they deserve.

They are relationship-focused, growth-minded, and understand that great customer service naturally creates opportunities for additional business.

If you're an experienced insurance professional looking for a role that combines service, relationship management, and growth opportunities, we encourage you to apply.

Benefits
Paid Time Off (PTO)###Vision Insurance###Dental Insurance###Health Insurance###Flexible Schedule###Hands on Training###Career Growth Opportunities###Work -Life Balance###Retirement Plan###Mon-Fri Schedule###Unlimited PTO###