Customer Service Representative Insurance

Job Description

Job Description

A. Position Summary

The Customer Service Representative is responsible for providing excellent service to existing customers, maintaining accurate policy information, assisting with policy servicing, and supporting customer retention.

The CSR serves as a primary point of contact for existing customers and collaborates closely with Producers and insurance carriers to resolve service needs efficiently and accurately.

B. Primary Job Functions

·        Provide professional and timely customer service by phone, email, text, and in person.

·        Answer incoming calls and assist walk-in customers promptly.

·        Assist customers with policy, billing, payment, and coverage-related questions.

·        Process policy changes, endorsements, payments, and other service requests.

·        Maintain accurate and timely customer and policy information in the agency management system.

·        Complete assigned activities, follow-ups, and task items within established time frames.

·        Review and assist with upcoming renewals.

·        Contact customers regarding renewal requirements, payments, cancellations, and other policy-related matters.

·        Assist with preventing avoidable cancellations and improving customer retention.

·        Communicate with insurance carriers regarding policy servicing and underwriting requirements.

·        Identify potential coverage gaps or sales opportunities and refer them to a Producer when appropriate.

·        Maintain knowledge of carrier products, underwriting guidelines, and agency procedures.

C. Secondary Job Functions

·        Support Producers with customer service and policy-related requests.

·        Assist with obtaining documents and information required by carriers.

·        Follow up with customers regarding outstanding documentation or payments.

·        Assist with customer retention and referral efforts.

·        Assist with general office operations as needed.

·        Perform other duties as assigned by management.

D. Service & Performance Expectations

Performance may be evaluated based on:

·        Timeliness and accuracy of customer service requests

·        Completion of assigned activities and follow-ups

·        Customer retention

·        Renewal follow-up

·        Cancellation prevention

·        Accuracy of policy documentation

·        Customer service quality

·        Responsiveness to phone calls, emails, and customer requests

·        Referral and cross-sell opportunities identified

·        Compliance with agency procedures

Individual performance goals may be established and adjusted based on agency objectives, workload, experience, and business needs.

E. Qualifications

·        Active California Property & Casualty Insurance License preferred or required within the timeframe established by the agency.

·        Previous insurance or customer service experience preferred.

·        Strong customer service and communication skills.

·        Strong organizational and follow-up skills.

·        Ability to manage multiple customer requests and priorities.

·        Strong attention to detail.

·        Comfortable communicating by phone, email, text, and in person.

·        Ability to learn and use agency management systems, carrier websites, and other agency technology.

·        Bilingual English/Spanish preferred.

F. Skills & Competencies

·        Customer service

·        Communication

·        Organization

·        Attention to detail

·        Problem-solving

·        Accountability

·        Time management

·        Policy knowledge

·        Professionalism

·        Teamwork

·        Dependability

G. Insurance License Requirement

All Customer Service Representatives are required to obtain and maintain an active California Personal Lines or Property & Casualty Insurance License within the first 12 months of employment.

Obtaining the appropriate insurance license allows the CSR, within the authority of the license and applicable agency and carrier authorization, to perform expanded insurance activities,

including discussing coverage options, providing insurance quotes, and assisting with policy transactions.

Until properly licensed and authorized, the CSR must limit activities to those permitted for unlicensed employees and refer licensed insurance activities to an appropriately licensed agency representative.

Maintaining the required insurance license, including applicable continuing education and renewal requirements, is an ongoing requirement of the position.

H. Work Schedule & Physical Requirements

This is an in-office position. The position primarily involves prolonged periods of sitting and working at a computer, frequent telephone and electronic communication, and occasional standing, walking, bending, reaching, and lifting of office materials.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

I. Other Requirements

The CSR is expected to maintain knowledge of agency procedures and applicable carrier requirements. The CSR is responsible for timely follow-up and accurate documentation of assigned customer service activities.

The CSR is expected to maintain the confidentiality of customer, agency, and carrier information and comply with applicable agency policies and procedures.

Physical attendance is required at regular and mandatory company meetings. Employees are encouraged to pursue additional relevant professional education and insurance designations.

J. Compensation & Benefits

Compensation is based on experience, insurance industry knowledge, licensing, and qualifications.

Eligible employees may receive:

• 7 paid holidays per year
• 5 paid sick days annually
• Paid vacation after 1 year of employment
• 401(k) retirement plan with employer matching
• Commission opportunities
• Employee referral bonus program
• Training and career development opportunities
• Performance-based bonuses and incentives
• Insurance licensing support
• Monday–Friday work schedule

Benefit eligibility, waiting periods, and specific terms are governed by applicable agency policies and benefit plan documents.

K. Job Description Disclaimer

Duties, responsibilities, and requirements may be modified by management based on the needs of the agency. Any written contractual agreement will supersede this job description.

L. Equal Employment Opportunity

Best Deal Insurance Agency is an equal opportunity employer. The agency prohibits discrimination and harassment based on any characteristic protected by applicable federal, state, or local law.

Best Deal Insurance Agency is an established independent insurance agency serving South Gate and the surrounding communities for over 30 years. We provide personal and commercial insurance solutions, including auto, home, commercial auto, business, and life insurance.

Our agency is focused on providing personalized service, building long-term customer relationships, and helping clients find coverage that fits their needs. We value teamwork, accountability, professional growth, and excellent customer service.

We are looking for motivated individuals who want to grow their insurance knowledge, develop professionally, and build a long-term career with an established local agency.

Company Description

Best Deal Insurance Agency is an established independent insurance agency serving South Gate and the surrounding communities for over 30 years. We provide personal and commercial insurance solutions, including auto, home, commercial auto, business, and life insurance.\n\nOur agency is focused on providing personalized service, building long-term customer relationships, and helping clients find coverage that fits their needs. We value teamwork, accountability, professional growth, and excellent customer service.\n\nWe are looking for motivated individuals who want to grow their insurance knowledge, develop professionally, and build a long-term career with an established local agency.