Customer Service Representative

Personal Lines Customer Service Representative Harrison Gray Search has partnered with a historic, community-rooted insurance agency in Bay City. As Michigan's oldest independent agency with over 175 years of history, our partner is a pillar of the Great Lakes Bay Region, known for treating clients like neighbors and prioritizing relationships over policy numbers. They offer a stable, innovation-driven environment where timeless personal service meets modern insurance solutions. We are seeking a dedicated professional to provide extraordinary service. In this role, you will act as a trusted advisor and advocate for their clients, ensuring their most important assets are protected through expert guidance and meticulous service. Our client is open to candidates from a variety of backgrounds, including carrier professionals with deep product knowledge seeking a client-facing role, captive agents or CSRs looking for the variety and flexibility of an independent agency, and experienced independent agency veterans searching for a stable, community-focused home to manage a personal lines book. Core Responsibilities Client Relationship & Policy Management Exceptional Service: Provide extraordinary client service while maintaining and growing an assigned personal lines book of business. Policy Servicing: Handle all policy servicing needs, including endorsements, renewals, and coverage questions. Problem Resolution: Resolve client issues and concerns with a professional, solution-oriented approach. Billing Assistance: Respond to billing and payment inquiries and assist with necessary processing. Consultative Advising & Advocacy Client Education: Educate customers on their specific coverage, policy changes, exclusions, and various carrier options. Claims Advocacy: Receive and submit claim information on behalf of clients and act as a dedicated advocate with carriers as needed. Relationship Deepening: Identify account rounding and cross-sell opportunities to ensure clients have comprehensive protection. Technical & Operational Excellence System Management: Maintain accurate and up-to-date client files within the agency management system. AMS 360 or Applied Epic experience is a plus. Industry Tools: Utilize agency management and comparative rating systems while maintaining a strong understanding of carrier procedures and reporting. Product Expertise: Stay current on evolving carrier products and industry offerings to best meet diverse client needs. Agency Growth: Participate in agency marketing initiatives and help promote brand awareness through social media. Benefits Blue Cross Blue Shield Health Insurance Disability Insurance Life Insurance VSP Eye Insurance 401(k) with Matching & Profit Sharing PTO & Paid Holidays Office: Client's preference is fully on-site in Bay City. Hours: 8 AM -5 PM with an hour lunch break.