CSR Personal Lines

Customer Service Representative – Personal Lines

Company Overview

We are a well‑established insurance agency specializing in personal lines coverage, including auto, homeowners, renters, and umbrella policies. Our mission is to deliver reliable protection and outstanding service to individuals and families across the region.

Location

Pawtucket, RI 02860 

Employment Type

Full‑time

Compensation & Benefits

• Annual salary range: $50,000 – $55,000 (USD)
• Health, dental, and vision insurance
• Retirement savings plan with employer match
• Paid time off and holidays
• Employee wellness and professional development programs

Job Summary

The Customer Service Representative (CSR) for Personal Lines serves as the primary point of contact for policyholders, handling inquiries, processing policy actions, and providing clear, courteous assistance that reinforces the agency’s reputation for excellence.

Day‑to‑Day Duties

• Answer inbound calls, emails, and live‑chat messages from personal lines customers.
• Quote, issue, renew, endorse, and cancel policies in accordance with client requests.
• Enter and update policy data accurately in the agency management system.
• Resolve billing questions, set up payment arrangements, and address basic claims inquiries.
• Explain coverage options, terms, and conditions in simple, understandable language.
• Identify cross‑sell opportunities for additional insurance products while remaining compliant.
• Document each interaction thoroughly to ensure continuity of service.
• Collaborate with underwriting, claims, and support teams to expedite resolutions.
• Maintain knowledge of industry regulations, company policies, and product updates.
• Achieve departmental metrics for call handling time, accuracy, and customer satisfaction.

Must‑Haves (Essential Qualifications)

• High school diploma or equivalent; associate’s degree or higher preferred.
• 2–5 years of experience in insurance customer service, preferably personal lines.
• Excellent verbal and written communication skills.
• Proficiency with Microsoft Office, email, and web browsers.
• Strong attention to detail and ability to multitask in a fast‑paced environment.
• Customer‑focused attitude with proven problem‑solving abilities.

Nice‑to‑Haves (Preferred Experience & Skills)

• Familiarity with insurance agency management systems (e.g., AgencyM8, Applied Epic).
• Understanding of state insurance regulations and compliance requirements.
• Experience in high‑volume call‑center environments and meeting service‑level agreements.
• Ability to work remotely or in a hybrid setting with a reliable internet connection.

We are an equal opportunity employer and value diversity in our workforce.