Customer Care Representative

Licensed Personal Lines CSR (Retention / Renewals Specialist) — Hybrid (Idaho Falls)

Pay: $48,000–$70,000 DOE bonus

Schedule: Full-time | Hybrid after training (3 days in-office, 2 days remote)

Location: Idaho Falls, ID

The quick version

This is a renewals retention role serving existing clients—no cold calling. You’ll handle rate-increase calls, re-shop renewals when needed, and help clients keep great coverage without chaos. We’ll give you the tools, templates, scripts, and support to win consistently.

Who we are (Page Insurance)

We’re a tech-forward independent agency built on Heart, Hustle, and Home:

• ❤️ Heart: real care, real conversations
• ⚡ Hustle: high standards, follow-through, ownership
• 🏡 Home: steady, trusted service—no drama, no dropped balls

What you’ll do (core responsibilities)

• Handle rate-increase calls with confidence and empathy (coverage, deductibles, discounts, carrier options)
• Re-shop renewals and present best-fit options clearly
• Manage the renewal workflow end-to-end (intake → remarket/quote → proposal → bind/issue → document)
• Save cancels when appropriate and protect retention while doing what’s right for the client
• Keep clean notes, tasks, and documentation in EZLynx so nothing slips

You’ll thrive here if you are…

• Licensed P&C (Idaho) or able to transfer quickly
• 12–18 months in personal lines servicing (captive or independent—both welcome)
• Calm and confident on the phone (persuasive without being pushy)
• Organized and consistent (you can juggle renewals and document everything)
• A “standards person” who likes clear expectations and clean processes

What success looks like in your first 90 days

• Own renewals saves: You handle rate calls, re-shop when needed, and reduce cancellations with empathy clarity
• Run the lane end-to-end: You can manage renewals from start to finish without things slipping
• Clean follow-through: Every touchpoint and outcome is documented; your renewal pipeline stays on-time

Tools you’ll use

• EZLynx (tasks, notes, renewals workflow)
• Carrier portals (remarkets, endorsements, billing/claims lookup)
• Phone texting tools (client follow-up)
• Templates, scripts, and internal checklists (so you’re never guessing what “good” looks like)

Work model

• Full-time
• Hybrid after training/ramp: 3 days in-office (Idaho Falls), 2 days remote weekly
• Training/ramp is primarily in-office so you feel fully confident before going hybrid

Benefits

• Paid Holidays: 11 holidays totaling 13 paid days (includes Black Friday Christmas Eve)
• PTO: Tenure-based plan. New team members start with 7 sick days 10 vacation days, plus paid holidays (30 paid days off including holidays)
• Retirement: IRA with employer match (details during interview)

Hiring process

1. Apply online (2–3 minutes)
2. Phone screen (10–15 minutes)
3. Interview (30–45 minutes) short role-play scenario (renewal increase call)
4. Optional: meet the team (20–30 minutes)
5. Offer start date

Typical timeline: decision within 7–10 business days (often faster).

Apply here: https://pageteam.factorialhr.com/job_posting/276762

Equal Opportunity Employer: We hire based on skill, character, and performance.