Customer Service Representative (Hybrid)

Personal Lines Customer Service Representative

About Newberry, A Division of Patriot Growth Insurance Services: Newberry Insurance was started in 1913 in South Windsor, Connecticut. Over the years, we have evolved to form the Newberry Group - a team of five insurance agencies with more than thirty dedicated staff members. Together, we represent more insurance companies than any other agency in the area, allowing us to provide clients with the coverage they need at the best rates available. After more than one hundred years in business, our goals remain the same: to conduct business with integrity, deliver exceptional customer service, and help clients protect their assets with a full spectrum of insurance products. From large national carriers to local mutual companies, we find the right policy for every client. We are a proud partner agency of Patriot Growth Insurance Services.

Position Overview: We are seeking a client-focused Personal Lines Customer Service Representative to support day-to-day servicing of commercial insurance accounts. This role is responsible for handling client inquiries, processing policy changes, and assisting with claims to ensure a seamless client experience. The ideal candidate is detail-oriented, responsive, and able to manage multiple priorities in a fast-paced environment. This position plays a key role in supporting client retention and delivering high-quality service.

Work Arrangement: This is a full-time hybrid position reporting to our main office in South Windsor, CT, as well as all Newberry locations.

Professional Responsibilities:

• Serve as a primary point of contact for client inquiries, providing timely and professional support via phone, email, and in person.
• Process policy changes, endorsements, renewals, and new business transactions accurately and in accordance with carrier guidelines.
• Assist clients with claims by facilitating submissions, providing updates, and coordinating with adjusters and carriers.
• Maintain accurate client records and policy documentation within the agency management system.
• Communicate proactively with clients regarding policy updates, billing, and coverage details.
• Collaborate with Account Managers, Producers, and underwriting teams to resolve client issues and support service needs.
• Ensure compliance with agency procedures, carrier requirements, and industry regulations.
• Build and maintain strong client relationships to support retention and overall satisfaction.

Qualifications & Requirements:

• 2-3 years of experience in customer service or account support within personal lines insurance.
• High school diploma or equivalent required; associate or bachelor's degree preferred.
• Experience with policy servicing, quoting, or claims handling in a personal lines environment preferred.
• Proficient with agency management systems and Microsoft Office Suite.
• Strong interpersonal and communication skills, both written and verbal.
• Ability to manage multiple priorities, maintain accuracy, and meet deadlines in a fast-paced environment.
• Proven ability to build and maintain effective relationships with clients, carriers, and internal teams.
• Authorized to work in the U.S. without sponsorship.

About Patriot Growth Insurance Services: Founded in 2019, Patriot is a growth-focused national insurance services firm that partners with employee benefits and property and casualty agencies across the United States. Patriot is currently ranked as the 25th largest broker in the U.S. by Business Insurance and has been named to the 2025 Inc. 5000 list of fastest-growing companies. With over 2,100 employees operating in 150+ locations across 45 states, Patriot's collaborative model delivers resources and strategic support to its agencies. Patriot creates true alignment with its partner agencies, and its operating philosophy fosters enhanced career opportunities for its dedicated and professional team. We are committed to working with like-minded individuals who share our vision of creating an insurance agency focused on operational excellence and a relentless pursuit of growth.

Patriot offers the opportunity to be a part of a fast-growing company since its inception. We strive to create a flexible and collaborative environment for our employees, and our goal is to provide continual learning and enhanced career opportunities for our dedicated, professional team.

In addition to a competitive salary, we provide a comprehensive health and welfare program to employees, family members, and domestic partners. Employees are eligible for benefits coverage the first of the month following 30 days of employment. We offer:

• Medical, Dental, and Vision Benefits
• Flexible Spending Account (FSA), Health Savings Account (HSA), and Commuter Transit Programs
• Company-paid Short-Term Disability, Long-Term Disability, and Group Term Life
• Company-paid Employee Assistance Program
• Paid Parental Leave
• Paid holidays
• Personalized PTO
• 401(k) with employer match

Patriot Growth Insurance Services is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, citizenship or immigration status, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, leave of absence, compensation, benefits, and training. Patriot makes hiring decisions based solely on qualifications, merit, and business needs at the time.