Customer Service Representative (Licensed - Property & Casualty)

Job Description

Job Description

Customer Service Representative (Licensed - Property & Casualty)

Last Updated: 08/26/2026

Headcount: Full Time / Salary Exempt

Reports To: President

Position Overview:

As a Licensed Property & Casualty Customer Service Representative, you will provide responsive, accurate service to existing clients while supporting account retention and agency growth. This role includes reviewing and explaining coverage, processing policy changes, quoting and remarketing coverage, resolving billing questions, collecting payments when applicable, assisting with claims reporting, and identifying cross-sell opportunities. The ideal candidate is organized, detail-oriented, client-focused, and comfortable working with clients, carriers, and agency team members in a fast-paced environment.

Key Responsibilities:

• Respond to client inquiries regarding policies, coverage, billing, eligibility, premiums, and general account questions.

• Process policy changes, endorsements, cancellations, reinstatements, evidence of insurance, ID cards, certificates when applicable, and other service requests accurately and promptly.

• Quote new or additional coverage for existing clients; complete applications and supporting documentation and collect premium when applicable.

• Review renewals, remarket accounts when appropriate, address coverage or pricing concerns, and present alternative solutions to support retention.

• Identify cross-sell opportunities and offer additional lines of coverage based on client needs.

• Follow up on outstanding client, carrier, underwriting, billing, and policy items and document activity in agency management and CRM systems.

• Assist clients with claims reporting and coordinate claims with the appropriate carrier.

• Maintain complete and accurate documentation and follow agency procedures to minimize potential errors and omissions exposure.

• Communicate professionally with clients, carriers, underwriters, mortgage companies, lienholders, and agency personnel.

• Maintain current knowledge of carrier guidelines, product and coverage changes, agency workflows, and applicable insurance regulations.

• Participate in training and continuing education as required to maintain an active Property & Casualty license.

• Support agency retention, client outreach, and marketing initiatives as assigned.

• Perform other duties and tasks as assigned.

Required Credentials and Background:

• Active Property & Casualty insurance license required.

• High school diploma or equivalent required.

• One year of insurance experience preferred.

• One year of customer service experience preferred.

• Working knowledge of Property & Casualty insurance coverages, policy forms, billing, and eligibility provisions.

• Proficiency with Microsoft Outlook, Excel, Word, and Teams.

• Experience with insurance agency management and CRM platforms such as AMS360, AgencyZoom, PL Rating, TransActNOW, or comparable systems.

• Strong written and verbal communication, organization, attention to detail, and problem-solving skills.

• Ability to prioritize multiple client requests, follow through on open items, and meet deadlines.

• Compliance with applicable insurance laws, regulations, carrier requirements, and agency procedures.

• Ability to commute to is required.

Benefits:

• Paid Holidays

• Paid Time Off (PTO)

• Office Hours / Weekends Off

• Training / Career Growth Opportunities

• 401(k) Retirement Plan

• Short-Term Disability (STD) and Long-Term Disability (LTD)

Equal Employment Opportunity (EEO):

Ayers Insurance Agency, Inc. provides equal employment opportunities and does not discriminate against employees or applicants because of race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by applicable law. Ayers Insurance Agency, Inc. is committed to providing a workplace free from unlawful discrimination and harassment.

Salary Grade 2:  $42,000 - $58,000 Base, Cross-Selling Commission  

NEW LOCATION! Welcome to Ayers Insurance Agency, Inc., proudly serving clients from our longtime home in the heart of the Portage Lakes near Akron, Ohio, and now from our newest location in Cape Coral, Florida.

Since 1912, Ayers Insurance has built lasting relationships through personalized service, trusted guidance, and a strong commitment to the communities we serve. As an independent, third-generation, family-owned insurance agency, we have grown alongside our clients while staying true to the personal service and relationships that have defined Ayers Insurance for more than a century.

Two locations. One agency. One relationship you can count on.

Our expansion into Cape Coral represents more than opening another office. It's about growing with our clients and bringing the same family-owned service, personal relationships, and insurance expertise that have served Ohio families and businesses for generations to our Florida community.

Company Description

NEW LOCATION! Welcome to Ayers Insurance Agency, Inc., proudly serving clients from our longtime home in the heart of the Portage Lakes near Akron, Ohio, and now from our newest location in Cape Coral, Florida.\n\nSince 1912, Ayers Insurance has built lasting relationships through personalized service, trusted guidance, and a strong commitment to the communities we serve. As an independent, third-generation, family-owned insurance agency, we have grown alongside our clients while staying true to the personal service and relationships that have defined Ayers Insurance for more than a century.\n\nTwo locations. One agency. One relationship you can count on.\n\nOur expansion into Cape Coral represents more than opening another office. It's about growing with our clients and bringing the same family-owned service, personal relationships, and insurance expertise that have served Ohio families and businesses for generations to our Florida community.\n