Customer Service Representative

Customer Service Representative (CSR)

Location: Onsite 5 days in Middlefield, CT

Compensation: $70K-$75K base

Fast-paced Property & Casualty Insurance Agency in Middlefield, CT is seeking a full-time, experienced and licensed Customer Service Representative (CSR) to support daily client servicing operations.

This role is ideal for a seasoned insurance professional who can operate independently, manage client relationships, and contribute to a high-performing, team-oriented environment.

Role Overview:

This CSR (second on the team) is a producing service position handing day-to-day service work, quoting, remarketing, and supporting both the office manager and primary CSR.

This is not an entry-level role. Youre expected to reduce the workload off the front seat CSR and office manager, handle inbound service and sales opportunities, maintain client retention and account accuracy. You should execute these duties with minimal guidance.

Core Responsibilities

Client Service (primary function)

• Handle inbound service requests 30-50% of daily activity
• Answer all billing and coverage questions. Taking payments if needed.
• Process policy changes and endorsements accurately and quickly
• Issue certificates of insurance, ID cards and insurance binders
• Maintain and follow through with clients on the Cancels and Losses List
• Maintain detailed, clean documentation in the CRM
• Account & Sales Support
• Assist Office Manager and Customer Service Representative #1 with quoting support as needed. This support will be for new business and renewal activity
• Work across multiple carriers to maximize options
• Track quotes and follow through to bind or close out (documenting the reason lost)

Administrative & Office Duties

• Answer phones professionally and promptly
• Route calls appropriately when needed
• Process incoming mail/email requests
• Assist with:

- Document processing

- Policy checking

- Carrier follow-ups

Team Support

• Support primary OM and CSR
• Assist with overflow work
• Step in when others are unavailable

Requirements:

Experience and Licensing

• Active Property & Casualty license (Connecticut)
• 2-3 years of insurance agency experience
• Strong knowledge of P&C business
• Strong working knowledge in agency management systems / CRM (Agent CRM or GHL), MS Excel, Outlook & Word and willing to learn new systems
• Ability to handle multiple carriers and quoting platforms

Core Competencies

• High standards and Calm under pressure - able to present a pleasant calming attitude when speaking with client and office staff. Able to put them at ease if they are upset and to stay focused on the result.
• Able to keep up with fast-paced office environment.
• Attention to detail
• Time management Efficiently organizing your time, being able to multi-task and prioritize daily tasks.
• Ability to manage multiple accounts and deadlines
• Ownership taking responsibility for actions
• Teamwork and communication effective collaboration and communication with colleagues. Be
• proactive in helping others when your workload allows.