Customer Service Representative

Job Description

Job Description

The Downey Agency is seeking a friendly, dependable Junior Customer Service Representative to assist customers with their everyday insurance needs. This position combines customer service, problem-solving, policy support, and account development.

You will help customers complete routine transactions, understand their policies, address problems, and navigate stressful situations such as accidents and claims. You will also help customers identify missing protection and connect them with insurance solutions that better protect their households.

Insurance experience is helpful but not required. We are looking for someone with the right attitude, communication skills, work ethic, and willingness to learn.

Annual Base Salary + Commission + Bonus Opportunities

Paid Time Off (PTO)

Health Insurance

Dental Insurance

Vision Insurance

Flexible Schedule

Hands on Training

Mon-Fri Schedule

Career Growth Opportunities

Assistance with licensure and continuing education

• Answer customer questions by phone, email, text, and in person
• Accept payments and assist with basic billing questions
• Send insurance ID cards, policy documents, and other requested information
• Process routine policy changes, including vehicle additions and replacements, driver changes, address updates, and mortgage-company changes
• Troubleshoot customer concerns and take ownership of finding appropriate solutions
• Gather information and guide customers through the first steps of submitting a claim
• Provide a calm, compassionate, and steady voice when customers experience accidents, property damage, or other unexpected mayhem
• Review customer accounts to identify missing protection, coverage gaps, and additional insurance needs
• Cross-sell appropriate coverages and policies to existing customers
• Explain available options clearly without using high-pressure sales tactics
• Assist customers who are moving from another state and need to establish insurance coverage in Pennsylvania
• Help customers obtain new policies when they purchase a home, add a vehicle, get married, separate from another household, or otherwise establish a new household
• Follow up to ensure customer requests and policy changes are completed accurately
• Maintain accurate documentation of customer conversations, requests, and completed work
• Look for opportunities to go above and beyond what the customer expects

We work in a team-oriented environment where everyone benefits by helping one another provide the best possible service. Team members are expected to share information, communicate clearly, assist coworkers when needed, and take collective responsibility for the customer experience.

The right person for this role will be:

• Friendly, patient, and genuinely interested in helping people
• Calm and compassionate when customers are upset or experiencing a loss
• Comfortable discussing additional coverage and asking customers about their protection needs
• Able to balance customer service with identifying appropriate sales opportunities
• Organized, accurate, and attentive to detail
• Dependable and willing to take ownership of assigned work
• Comfortable learning insurance products, procedures, and computer systems
• Able to manage multiple customer requests and competing priorities
• Willing to ask questions, accept coaching, and continue developing professionally
• Ready to support teammates and step in wherever help is needed

At The Downey Agency, accurately completing a customers request is only the starting point. Our team is encouraged to listen carefully, anticipate needs, find thoughtful solutions, and create an experience that is easier and better than the customer expected. We treat every customer as a personnot just a policy numberand work together to help keep them properly protected.