Insurance Customer Service Representative

Job Description

Job Description

This position is located in West Chester, PA US

We are seeking a customer-focused and detail-oriented Insurance Customer Service Representative to support clients with their personal lines insurance needs, including auto and homeowners policies. This role serves as a trusted resource for policyholders, providing exceptional service and guidance through phone, email, and in-person interactions.

The ideal candidate will have strong communication skills, a commitment to customer satisfaction, and the ability to manage policy servicing activities accurately and efficiently. An active Property & Casualty Insurance License is highly preferred; however, candidates with relevant insurance experience who are willing to obtain licensure are encouraged to apply.

Essential Responsibilities

• Provide comprehensive service and support for personal lines insurance policies, including auto and homeowners coverage.
• Assist clients with policy questions, coverage options, billing inquiries, and general account servicing needs.
• Process policy changes, endorsements, renewals, cancellations, and reinstatements accurately and in a timely manner.
• Guide clients through insurance options and help them understand available coverages and policy features.
• Support customers throughout the claims process by answering questions and coordinating with carriers as needed.
• Maintain clear, professional, and responsive communication through phone, email, and in-person interactions.
• Resolve client concerns efficiently while delivering a high level of customer service and satisfaction.
• Maintain accurate customer records, policy documentation, and account notes within agency management systems.
• Collaborate with insurance carriers and internal team members to ensure prompt issue resolution.
• Monitor policy activity and follow up on outstanding service requests.
• Ensure compliance with all agency procedures, carrier guidelines, and state insurance regulations.
• Build and maintain positive, long-term relationships with clients through exceptional service and professionalism.

Qualifications

Required

• High school diploma or equivalent.
• Strong customer service, communication, and problem-solving skills.
• Excellent organizational skills and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with computer systems, email, and Microsoft Office applications.
• Ability to communicate professionally with clients, carriers, and team members.

Preferred

• Active Property & Casualty (P&C) Insurance License.
• Minimum of 3 years of insurance customer service experience.
• Experience servicing personal lines insurance policies, including auto and homeowners coverage.
• Familiarity with policy endorsements, renewals, claims support, and agency management systems.
• Knowledge of insurance industry regulations and best practices.