Sales Service Representative

Sales Service Representative

A Sales and Service Representative is responsible for delivering exceptional customer service while supporting sales and administrative functions within the organization. This role serves as a primary point of contact for customers, agents, and business partners by assisting with policy inquiries, processing transactions, resolving issues, and providing product and service information. The representative works collaboratively across departments to ensure accurate policy handling, customer satisfaction, and retention while identifying opportunities to support business growth. Success in this role requires strong communication skills, attention to detail, professionalism, and the ability to manage multiple responsibilities in a fast-paced environment.

Core responsibilities/duties will include but are not limited to the following:

• Provide exceptional customer service to policyholders, agents, and business partners through professional and timely communication
• Assist customers with policy inquiries, coverage questions, billing concerns, and policy changes
• Process new business applications, endorsements, renewals, cancellations, and reinstatements accurately and efficiently
• Maintain strong product knowledge to effectively explain insurance products, services, and coverage options
• Support sales initiatives by identifying cross-sell and upsell opportunities when appropriate
• Respond to customer requests via phone, email, and in-person interactions in a courteous and solution-oriented manner
• Ensure all customer interactions and policy updates are documented accurately within company systems
• Collaborate with underwriting, claims, and accounting departments to resolve customer issues and ensure service excellence
• Meet established performance, productivity, and service quality standards
• Maintain compliance with company policies, procedures, and state insurance regulations
• Follow up on pending transactions and customer requests to ensure timely resolution
• Build and maintain positive relationships with customers and agency partners to promote retention and customer satisfaction
• Assist with special projects, reporting, and administrative tasks as assigned
• Participate in ongoing training and professional development to remain current on products, systems, and industry changes

Required job skills:

• Must successfully obtain a Property and Casualty license w/in 90 days of employment
• High School Diploma or equivalent
• Excellent verbal and written communication skills
• Strong customer service and relationship-building abilities
• Ability to multitask and prioritize responsibilities in a fast-paced environment
• Strong organizational skills and attention to detail
• Problem-solving and conflict-resolution skills
• Basic sales and negotiation abilities
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and general computer systems
• Ability to learn and navigate agency management and insurance-related software systems
• Professional telephone etiquette and interpersonal skills
• Ability to work independently as well as collaboratively within a team environment
• Strong time management and follow-up skills
• Ability to maintain confidentiality and handle sensitive information professionally
• Knowledge of insurance products, terminology, and industry practices preferred
• Ability to interpret and explain policy information clearly and accurately
• Dependable attendance and punctuality
• Adaptability and willingness to learn new processes and technologies
• High level of accuracy in data entry and document processing
• Ability to meet performance, productivity, and service standards

Preferred job skills:

• College Degree
• Previous insurance industry experience, preferably in customer service or sales support
• Experience working with agency management systems and policy administration platforms
• Bilingual communication skills (English/Spanish preferred)
• Knowledge of underwriting, billing, and claims processes
• Experience handling inbound and outbound customer communications in a high-volume environment
• Strong sales aptitude with the ability to identify cross-selling and retention opportunities
• Familiarity with Microsoft 365 applications, including Teams and SharePoint
• Experience with data entry, reporting, and document management systems
• Ability to build strong relationships with customers, agents, and internal departments
• Strong analytical and decision-making skills
• Experience working in a team-oriented and performance-driven environment
• Ability to adapt quickly to changing priorities and business needs
• Professional demeanor with a positive and customer-focused attitude

Work environment and physical demands with reasonable accommodations:

• Must be able to remain in a stationary position 50% of the time and be able to operate a computer or other office productivity machinery on a constant basis.
• Frequently required to communicate with co-workers and policy holders with the ability to exchange accurate information as necessary
• Occasionally required to move about the office, ascend/descend stairs or a ladder or position self to maintain computers at workstation, including under the desk or other low areas
• Occasionally requires moving and placing objects weighing less than or equal to 20
• Position may require temporary remote work based on business needs and is at the sole discretion of the company. Employee must have Wi-Fi connectivity, a smart phone, and a designated work area in their home.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.