What are the responsibilities and job description for the Commercial Lines Customer Service Representative - Front Desk & Chat position at WCF Insurance?
Position
WCF Insurance's small business team has an immediate opening for a full-time Commercial Lines Customer Service Representative - Front Desk & Chat who can demonstrate our core values of doing the right thing, being great at your job, and helping others succeed.
About The Position
The Commercial Lines Customer Service Representative - Front Desk & Chat provides real‑time service in both English and Spanish to small business owners who hold commercial insurance policies with us. As a commercial insurance carrier, our customers are business owners who rely on us to protect their operations, employees, and workplaces. Training is provided, and you'll learn how commercial insurance works and how your role fits into the larger business process.
You'll support customers through live chat, walk‑ins, and new business submissions; assist underwriting with accurate intake and documentation; and help policyholders with policy changes, payments, and requests. The work you do in this role directly supports underwriting decisions and impacts our ability to write and retain business.
In addition to daily customer support, each Customer Service Representative is assigned ownership of a specific area of the customer service experience. You'll share reoccurring questions and feedback and contribute to service improvements. During lighter call volume, time is used for follow‑ups, queue support, and maintaining service quality.
This role is best suited for someone who takes ownership of their work, understands the importance of accuracy and follow‑through, and stays engaged even during slower periods. While some time is spent assisting customers in real time, there is also independent work that requires initiative, attention to detail, and a strong sense of responsibility.
Qualifications
The most qualified applicants will have:
Internal candidates should have 6 months in their current position, acceptable job performance, and must notify their current supervisor that they have applied for the position.
Benefits
WCF Insurance offers an extensive compensation package. Benefits include Medical, Dental, and Vision insurance, company paid life insurance, 401K with a generous employer match and additional benefits such as an Employee Assistance Program and time off to volunteer.
OUR PEOPLE
WCF strives to provide an excellent work experience and cultivate an inclusive environment where anyone who embodies our values will thrive
WCF INSURANCE IS AN EQUAL OPPORTUNITY EMPLOYER
WCF Insurance provides equal employment opportunity to all qualified applicants and employees regardless of race, color, religion, sex, age, national origin, veteran status, disability that can be reasonably accommodated, or any other basis prohibited by federal, state, or local law.
WCF Insurance's small business team has an immediate opening for a full-time Commercial Lines Customer Service Representative - Front Desk & Chat who can demonstrate our core values of doing the right thing, being great at your job, and helping others succeed.
About The Position
The Commercial Lines Customer Service Representative - Front Desk & Chat provides real‑time service in both English and Spanish to small business owners who hold commercial insurance policies with us. As a commercial insurance carrier, our customers are business owners who rely on us to protect their operations, employees, and workplaces. Training is provided, and you'll learn how commercial insurance works and how your role fits into the larger business process.
You'll support customers through live chat, walk‑ins, and new business submissions; assist underwriting with accurate intake and documentation; and help policyholders with policy changes, payments, and requests. The work you do in this role directly supports underwriting decisions and impacts our ability to write and retain business.
In addition to daily customer support, each Customer Service Representative is assigned ownership of a specific area of the customer service experience. You'll share reoccurring questions and feedback and contribute to service improvements. During lighter call volume, time is used for follow‑ups, queue support, and maintaining service quality.
This role is best suited for someone who takes ownership of their work, understands the importance of accuracy and follow‑through, and stays engaged even during slower periods. While some time is spent assisting customers in real time, there is also independent work that requires initiative, attention to detail, and a strong sense of responsibility.
Qualifications
The most qualified applicants will have:
- To best support the customers we serve, Bilingual English and Spanish speaking is required for this position.
- Strong communication and active listening skills.
- Professional, calm approach to customer concerns and de‑escalation.
- Comfort managing multiple chat conversations at once; Fast typing speed.
- Strong attention to detail and accurate data intake.
- Ownership mindset.
- Data accuracy and careful intake of customer information.
- Polished, professional presence with walk‑in customers.
- Strong time management and self‑organization.
- Calm and adaptable in fast‑paced or high‑interrupt environments.
- Tech‑savvy with chat tools and CRM systems.
Internal candidates should have 6 months in their current position, acceptable job performance, and must notify their current supervisor that they have applied for the position.
Benefits
WCF Insurance offers an extensive compensation package. Benefits include Medical, Dental, and Vision insurance, company paid life insurance, 401K with a generous employer match and additional benefits such as an Employee Assistance Program and time off to volunteer.
OUR PEOPLE
WCF strives to provide an excellent work experience and cultivate an inclusive environment where anyone who embodies our values will thrive
WCF INSURANCE IS AN EQUAL OPPORTUNITY EMPLOYER
WCF Insurance provides equal employment opportunity to all qualified applicants and employees regardless of race, color, religion, sex, age, national origin, veteran status, disability that can be reasonably accommodated, or any other basis prohibited by federal, state, or local law.
Salary : $22