Licensed Customer Service Representative

Licensed Customer Service Representative

The Licensed Customer Service Representative plays a vital role in delivering the exceptional service our clients expect from Tower Insurance. This position is responsible for providing prompt, accurate, and professional support to our clients while maintaining compliance with agency and carrier guidelines. By building trusted relationships, resolving service needs efficiently, and supporting the service team, this role contributes directly to client retention, operational excellence, and the continued growth of the agency.

Competitive Pay

Professional Development

Job Stability in a growing industry

Serve as the primary point of contact for client service requests via phone, email, and agency communication platforms.

Process policy changes, endorsements, certificates, cancellations, reinstatements, renewals, and billing inquiries.

Maintain accurate and complete client records within HawkSoft.

Review policies for accuracy and identify opportunities to improve coverage or enhance the client experience.

Communicate with insurance carriers to resolve underwriting, billing, and policy servicing matters.

Schedule follow-up activities and proactively manage open service requests.

Support producers by delivering exceptional ongoing service to existing clients.

Follow all agency workflows, documented procedures, and carrier compliance requirements.

Contribute to a positive team environment by communicating proactively and assisting teammates when needed.

Active Property & Casualty Insurance License (required)

2+ years of insurance customer service experience preferred

Experience servicing personal and/or commercial insurance accounts

Experience using HawkSoft or comparable agency management systems preferred

Strong written and verbal communication skills

Excellent organizational and time management abilities

Proficiency with Microsoft Office 365

Comfortable learning new technology and agency systems

This is a remote position.

Compensation: $22.00 - $25.00 per hour