Customer Service Representative

Position Summary

We are a growing, family-owned insurance agency serving both personal and commercial clients. As our business continues to expand, we are looking for a highly organized, proactive Customer Service Representative/Office Administrator to assist with the day-to-day servicing of our clients, respond to their needs, and help keep our office running smoothly. This position will also provide essential administrative and operational support to our team, helping ensure we have the organization, responsiveness, and structure needed to deliver an exceptional client experience.

Key Responsibilities

· Shares primary responsibility for answering office phone calls and assisting walk-in clients.

· Reviews and processes incoming mail.

· Assist clients with billing inquiries.

· Maintains client files and ensures accurate documentation in agency systems.

· Processes and follows up on policy change requests and endorsements.

· Issues standard certificates of insurance and other forms for policyholders.

· Provide professional and responsive support to current and prospective clients.

· Assists with gathering information and documentation needed for client intakes, applications, renewals, policy changes, and other client requests

· Prepares applications and policy cancellation forms for client review and signature.

· Tracks outstanding documents, signatures, and follow-up items and helps ensure timely completion.

· Provides administrative support to personal and commercial lines team members, helping them stay focused on clients, sales, and business priorities.

· Shares in managing the day-to-day administrative needs of the office and helps ensure the agency runs efficiently.

· Performs other projects, duties, and tasks, as assigned.

Qualifications

· 1 year of customer service experience and working knowledge of personal and commercial lines insurance procedures, with an emphasis on personal lines.

· Strong attention to detail and a commitment to accuracy.

· Excellent written and verbal communication skills with strong interpersonal abilities.

· Well-organized and able to prioritize responsibilities, manage multiple tasks effectively, and provide attentive service to clients and the team.

· Proactive and resourceful, with the ability to anticipate needs, take initiative, and follow through on responsibilities.

· Dependable and accountable, with the ability to work independently while contributing effectively as part of a team.

· Professional judgment and discretion when handling confidential client and business information.

· Strong technology skills, with proficiency in Microsoft Office or Google Workspace and the ability to quickly learn and adapt to new systems and software; experience with an insurance agency management system is a plus.

· Collaborative and flexible, with a willingness to assist colleagues and support the needs of the office.

What Success Looks Like

The right person will become an essential part of the agency's day-to-day operation. Success in this role means:

· Clients feel well cared for, knowing their questions and insurance needs are handled promptly and professionally.

· Tasks, endorsements, follow-ups, and deadlines are managed accurately and consistently, with nothing falling through the cracks.

· You anticipate needs, take initiative, and proactively address issues before they become problems.

· The team can rely on you to provide support, stay organized, and pitch in wherever needed.

· You become a trusted, knowledgeable member of the agency who contributes to a positive and collaborative work environment.

Pay: From $65,000.00 per year

Experience:

• Customer service: 1 year (Required)
• Insurance: 1 year (Preferred)

Work Location: In person

Salary : $65,000