Customer Service Representative

General Description:

Provide phone-based customer service for insureds, agents, and internal company personnel. Responsible for handling various policy-level transactions (e.g., cancellations, policy changes) within assigned authority. Participate in team projects as needed to ensure first-class customer service.

Essential Duties and Responsibilities:

• Process customer transactional requests within applicable policies and escalate as needed.
• Respond accurately to customer inquiries, demonstrating expertise in products and processes.
• Actively listen to customer concerns, showing interest and empathy.
• Read, analyze, and interpret procedures and documents.
• Stay up to date on new marketing campaigns to address related inquiries effectively.
• Solve practical problems and work with a variety of variables in a fast-paced environment.
• Report procedural discrepancies or policy issues to management.
• Interpret and follow various written, oral, or diagram-based instructions.
• Perform other duties as assigned.

Supplemental Information:

This job description outlines the general responsibilities and expectations for this role. It does not cover all tasks, duties, and qualifications required for employees in this position.

Education, Skills, and Experience:

• High school diploma or equivalent required.
• 1-3 years of related experience; agency experience preferred.
• Some college or post-secondary training in business operations or insurance preferred.
• Proficiency in Microsoft Office products.
• Strong attention to detail, problem-solving, and interpersonal skills.
• Ability to adapt in a dynamic business environment with minimal supervision.
• Willingness to work flexible schedules across multiple time zones.
• Excellent communication, organizational, and teamwork skills.

Licenses and Certifications:

• Not required, but an agency background or agent license is preferred (220 or 440 license).