Customer Service Representative

Job Description

Job Description

Position Summary:

Are you a detail-oriented insurance professional who thrives on keeping complex accounts running smoothly? We're looking for a Customer Service Representative to be a trusted point of contact for our commercial trucking clients and a reliable partner to our internal teams. In this role, you'll manage the full service lifecycle for owner-operators and fleet accounts — from renewals and endorsements to certificates, FMCSA filings, and billing support. You'll work directly with carriers and clients to resolve issues quickly, keep records airtight, and make sure every policy reflects exactly what it should. You'll be part of a collaborative team that values accuracy, responsiveness, and doing right by clients. If you know commercial lines (trucking experience is a plus), take pride in your work, and want a role where your attention to detail genuinely matters — we'd love to hear from you.

Essential Duties and Responsibilities: :

• Primary point of contact for assigned accounts; respond to coverage and policy inquiries.
• Manage renewal workflows: request applications and updates, obtain loss runs, collect driver/equipment schedules, and surface coverage gaps.
• Issue ACORD certificates with accurate AI/WOS/PNC wording; coordinate facility-specific requirements (e.g., UIIA, rail yards).
• Track and assist with direct-bill invoices, payment plans, non-pay notices, cancellations, and reinstatements through carrier portals.
• Coordinate FMCSA/state filing requests with carriers (e.g., BMC-91X, MCS-90 requests, Form E/H equivalents) and track completion.
• Intake, process, and reconcile changes to drivers, vehicles/VINs, garaging, radius, lienholders, and cargo limits.
• Obtain underwriting approval where required; verify documents and update schedules.
• Policy check: compare dec pages, forms, and schedules; resolve discrepancies with carriers.
• Maintain complete, contemporaneous activity notes, emails, and attachments in the agency management system.
• File and index carrier downloads/edocs; maintain organized account records.
• Follow agency SOPs, E&O procedures, and applicable DOT/FMCSA and state requirements.

• Comply with document retention standards.

• Request/order MVRs, loss runs, and other underwriting items as needed (photos, inspections, driver lists, equipment lists, safety questionnaires).
• Prepare submission updates and respond to carrier inquiries within defined SLAs.

• Internal: Account Managers, Producers, Certificates/Filings team, Accounting.
• External: Direct-bill carriers and MGAs, insureds, lienholders/lessors, shippers/brokers, compliance portals (FMCSA, UIIA).

• COI turnaround within business-hour SLA (e.g., ≤30 minutes).
• Same-day endorsement entry; carrier confirmation within 24–48 hours.
• Timely documentation; clean audit results; zero avoidable E&O incidents.
• Retention and cancellation-rescue targets as defined by the department.
• Acts within documented agency authority and carrier guidelines. Escalates binding, material changes, restrictive endorsements, or pricing matters to the Account Manager/Producer.

Knowledge, Skills, and Abilities:

• Teamwork — Collaborates effectively with supervisors, teammates, and cross‑functional departments to deliver consistent, high‑quality customer experiences.
• Interpersonal Skills — Communicates clearly and respectfully with customers, colleagues, and business partners; builds rapport and fosters positive interactions.
• Ethics & Integrity — Handles sensitive customer information with professionalism, confidentiality, and sound ethical judgment.
• Problem Solving — Identifies customer issues quickly and provides practical, customer‑focused solutions; escalates concerns appropriately.
• Technical Expertise — Proficient in customer service software, CRM systems, ticketing tools, and communication platforms.
• Verbal Communication — Clearly explains information, policies, and solutions to customers in an empathetic and customer‑friendly manner.
• Written Communication — Produces accurate, concise, and professional emails, messages, and documentation.
• Quality Management — Maintains a high standard of accuracy when entering data, processing requests, and resolving customer inquiries.
• Organizational Support — Ensures that customer interactions align with company policies, service standards, and brand values.
• Strategic Thinking — Anticipates customer needs, identifies trends in inquiries, and supports process improvements that enhance customer satisfaction.
• Judgment — Uses good judgment to balance customer needs with company guidelines; knows when to escalate issues.
• Professionalism — Represents the company with courtesy, reliability, and a positive attitude in all customer interactions.
• Attention to Detail — Ensures accuracy in customer accounts, records, and resolutions; follows procedures carefully.
• Attendance & Punctuality — Maintains consistent availability and adheres to schedule commitments to support service coverage.
• Dependability — Follows through on commitments, meets deadlines, and resolves customer issues promptly and thoroughly.
• Initiative & Innovation — Looks for opportunities to streamline processes, improve customer satisfaction, and prevent recurring issues.

Minimum Qualifications:

Required:

• 1–3 years of experience in insurance customer service (commercial lines preferred)
• Understanding of trucking or transportation insurance products
• Familiarity with ACORD forms, COI issuance, and carrier portals
• Strong attention to detail and organizational skills
• Excellent written and verbal communication
• Proficiency in Microsoft Office and agency management systems

Preferred:

• Experience with Applied Epic, AMS360, or similar systems
• Property & Casualty license (or willingness to obtain)
• Bilingual (English/Spanish) is a plus

Physical Demands and Work Environment:

• Office environment with regular use of computer systems and phones
• Standard business hours with occasional extended hours during peak periods
• May involve virtual or in-person meetings with clients or partners