SALES SERVICE REPRESENTATIVE

Job Description

Job Description

Benefits:

• 401(k) matching
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development

DIVISION/DEPARTMENT: CEDARBROOK SERVICE TEAM
EXEMPT/NON-EXEMPT: NON-EXEMPT
SUPERVISOR: SALES SERVICE MANAGER

Job Summary: The 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 solutionoriented 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:
Active Property and Casualty license
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
Agency experience
Limited Insurance lines license
Project management experience
Systems implementation and automation experience
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 pounds.
Noise level in the work environment is usually moderate.
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.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by
associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties,
and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal
responsibilities from time to time, as needed. The employer may, at its discretion, modify or adjust the position to meet
the companys changing needs.
Standard Casualty Company is committed to providing equal employment opportunities without regard to race, color,
religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected status with respect
to recruitment, hiring, promotion and other terms and conditions of employment.