Customer Service Representative

Job Description

Job Description

The Customer Service Representative (CSR) supports the daily operations of the insurance agency by assisting clients with policy questions, billing concerns, coverage changes, and general service needs. This role ensures excellent customer satisfaction by providing accurate information, timely follow-up, and professional communication.

Responsibilities

Answer inbound calls, emails, and walk-in inquiries from clients.

Assist customers with policy updates such as address changes, vehicle changes, adding/removing drivers, and coverage adjustments.

Provide billing support including payment processing, explaining invoices, and resolving billing issues.

Issue insurance documents such as ID cards, proof of insurance, certificates, and policy declarations.

Schedule appointments for agents and support the sales team with administrative tasks.

Maintain accurate customer records in agency management systems.

Follow up with clients regarding missing documentation, renewals, and policy requirements.

Process claims assistance by guiding clients on claim reporting procedures and necessary paperwork.

Handle customer complaints professionally and escalate issues when needed.

Ensure compliance with insurance regulations and company policies.

Requirements

Must Complete Ideal Traits Assessment

Must Pass Background Check

Prior customer service experience

Strong communication skills

Ability to multitask and work in a fast-paced environment.

Proficiency with computers, data entry, and Microsoft Office.

Excellent attention to detail and organization.

Ability to maintain confidentiality and professionalism.

Preferred Qualifications:

Active Property Casualty Insurance License (must be willing to obtain).

Experience with agency management software

Knowledge of personal lines insurance (auto, home, renters) and/or commercial lines.

Benefits
Flexible Schedule###Paid Time Off (PTO)###Hands on Training###Mon-Fri Schedule###