What are the responsibilities and job description for the Customer Service Representative position at Burgess DeMarco & Flick Insurance?
Company Description Burgess DeMarco & Flick Insurance is an independent agency providing auto, homeowners, business, & life. The agency serves clients in Salem and throughout Virginia, offering tailored coverage options for individuals, families, and organizations. Team members help customers understand their policies and choose protection that aligns with their needs and budgets. The company values reliable service, clear communication, and long-term client relationships, creating a supportive environment for insurance professionals.
Role Description The Customer Service Representative position is a full-time, on-site role based in Roanoke, VA. In this position, the representative responds to customer inquiries by phone, email, and in person, providing information about insurance policies, billing, and claims. Daily tasks include updating customer records, processing policy changes, assisting with quotes, and coordinating with agents and carriers to resolve issues. The role involves delivering clear, accurate information, following agency procedures, and ensuring a positive experience at each customer touchpoint. The representative also supports office operations by managing documentation, scheduling follow-ups, and contributing to a professional, welcoming environment.
Qualifications
- Strong customer interaction skills, including Customer Service and Customer Experience, focused on building trust and understanding client needs.
- Ability to manage Customer Support activities, maintaining high levels of Customer Satisfaction through timely, accurate responses.
- Experience working in roles similar to Customer Service Representatives, with proficiency in handling inquiries and resolving issues.
- Clear verbal and written communication skills, with the ability to explain insurance concepts in an accessible way.
- Attention to detail and accuracy when entering data, processing policy changes, and managing paperwork.
- Comfort with basic office software (e.g., email, spreadsheets, agency management systems) and learning new tools.
- Ability to work on-site, collaborate with colleagues, and maintain a professional demeanor in a customer-facing environment.
- Prior experience in insurance, financial services, or customer-facing office roles is preferred; relevant licensing will be required(agency will assist with paying for these once passed).