What are the responsibilities and job description for the Experienced Customer Service Representative position at Don McGill Toyota?
Customer Service Representative – Insurance Agency
Location: Katy, TX
Company: Don McGill Insurance Group
Employment Type: Full-Time
Company: Don McGill Insurance Group
Employment Type: Full-Time
About the Role
The Customer Service Representative plays a critical role in ensuring customer satisfaction and loyalty by providing timely, accurate, and empathetic support. This position involves managing customer inquiries, resolving complaints, and delivering solutions that meet or exceed expectations.
As an independent insurance agency located within a high-volume dealership environment, our CSR team serves as a key point of contact between the company and its customers, fostering positive client relationships and enhancing the overall customer experience while supporting insurance producers.
Success in this role requires strong communication skills (bilingual in Spanish & English), problem-solving abilities, and the ability to contribute the agency's reputation and growth by maintaining high standards of service excellence.
Minimum Qualifications
- Highschool diploma or equivalent.
- Bilingual – fluent in Spanish and English (required).
- Minimum 1–2 years experience in an insurance customer service role.
- Excellent verbal and written communication skills.
- Proficiency with basic computer systems and office software
- Ability to multitask and manage time effectively in a fast-paced environment.
- Strong attention to detail and organizational skills.
Preferred Qualifications
- Experience working in an independent insurance agency or brokerage
- Familiarity with personal lines insurance products (auto, home, renters, umbrella)
- Experience working with multiple carriers and comparative rating systems
- Experience with agency management systems (EZLynx)
- Bilingual abilities in Spanish and English
- Active License in General Lines (Property & Casualty)
Responsibilities
- Provide prompt, professional customer service to clients via phone, email, and in person
- Assist clients with policy servicing including endorsements, coverage changes, billing inquiries, and document requests
- Identify customer needs and provide appropriate solutions
- Review policies and coverage details with clients to ensure accuracy and understanding
- Support producers with account servicing and follow-up tasks
- Maintain accurate client records within the agency management system
- Help retain existing clients through proactive service and problem resolution
- Ensure compliance with carrier and regulatory guidelines
Skills
The ideal candidate demonstrates strong customer relationship management and a commitment to delivering exceptional service. They should possess solid knowledge of insurance policy servicing, including handling endorsements, coverage explanations, and billing inquiries. Success in this role requires excellent problem-solving abilities, attention to detail, and the ability to manage multiple tasks efficiently in a fast-paced environment. Strong organizational and time-management skills are essential, along with clear verbal and written communication. The candidate should also be comfortable working with multiple systems including CRM platforms, collaborating with team members, and maintaining professionalism when assisting clients with their insurance needs.
The ideal candidate demonstrates strong customer relationship management and a commitment to delivering exceptional service. They should possess solid knowledge of insurance policy servicing, including handling endorsements, coverage explanations, and billing inquiries. Success in this role requires excellent problem-solving abilities, attention to detail, and the ability to manage multiple tasks efficiently in a fast-paced environment. Strong organizational and time-management skills are essential, along with clear verbal and written communication. The candidate should also be comfortable working with multiple systems including CRM platforms, collaborating with team members, and maintaining professionalism when assisting clients with their insurance needs.