Personal Lines Customer Service Representative

IMPORTANT : All candidates must complete the Culture Index. This is a very short survey with no right or wrong answers. Candidates that do not complete the Culture Index will not be reviewed. Here is the link to the survey : https : / / go.cultureindex.com / p / PE4G3Td0Z109B9CrpzCj

About the Role

The Personal Lines Customer Service Representative can be licensed or unlicensed. This role is for the energetic professional interested in helping our business grow through value-based conversations and remarkable client experiences. The Customer Service Representative (CSR) is responsible for answering phone calls and directing them to the appropriate department. As the first point of contact for clients, they are responsible for creating a positive experience for our clients by actively listening to their needs and demonstrating composure, patience, and a calming demeanor through all client interactions.

Essential Duties and Responsibilities

• Answer incoming call center calls and transferring to the appropriate department.
• Maintain and follow up on suspense files regarding service-related items promptly.
• Input and update client information accurately after all customer interactions.
• Adhere to detailed instructions and guidelines provided by managers.
• Respond to customer inquiries via phone, email, and in-person visits, providing clear and accurate information regarding insurance policies, coverage, billing, and claims.
• Assist customers with policy changes, including updating personal information, adding, or removing coverage, and processing renewals. Ensure all documentation is accurate and up to date.
• Guide clients through the claims process, helping them understand coverage, filing claims, and following up on claim status with the relevant departments.
• Address and resolve customer complaints or issues promptly and professionally, escalating complex cases to supervisors when necessary.
• Assist insurance agents by providing support with policy quotes, explaining coverage options, and suggesting additional products or services that meet customers" needs.
• Ensure that all customer interactions, documentation, and processes comply with regulatory requirements and company policies.
• Maintain accurate and organized records of customer interactions, policy changes, and claims in the company's customer relationship management (CRM) system.
• Proactively follow up with clients to ensure satisfaction and answer any additional questions. Communicate upcoming renewals, policy expirations, or changes affecting their coverage.

Skills and Abilities

• Customer Service Excellence : Strong ability to build and maintain relationships by providing exceptional service, addressing customer inquiries, and resolving issues efficiently.
• Communication Skills : Excellent verbal and written communication skills to explain policy details and coverage options in a clear and professional manner.
• Attention to Detail : Highly organized and detail-oriented to ensure accuracy in policy documentation, claims, and customer records.
• Time Management : Ability to prioritize and manage multiple tasks effectively in a fast-paced environment, ensuring deadlines are met.
• Problem-Solving Skills : Proactive and resourceful in identifying and resolving customer concerns or challenges.
• Technical Proficiency : Competence in using insurance management systems (e.g., AMS360, Applied Epic, or similar software) and basic office tools (Microsoft Office Suite).
• Product Knowledge : Solid understanding of personal lines insurance products, including homeowners, auto, renters, and umbrella policies.
• Sales and Upselling : Ability to identify customer needs and recommend additional or alternative insurance products to enhance coverage.
• Team Collaboration : Works well independently and collaboratively, contributing to team goals and supporting colleagues.
• Adaptability : Flexible in handling evolving customer needs, regulatory changes, and internal processes.
• Conflict Resolution : Skilled at diffusing challenging situations with professionalism and empathy to ensure positive outcomes.
• Compliance Awareness : Knowledge of state and federal insurance regulations with a commitment to adhering to company and industry standards.

Attributes

• Empathetic : Understands and relates to customer needs, demonstrating genuine care and patience in all interactions.
• Detail-Oriented : Ensures all information, documents, and tasks are handled accurately and thoroughly.
• Proactive : Anticipates customer questions and issues, offering solutions before problems arise.
• Reliable : Dependable and consistently follows through on commitments and deadlines.
• Adaptable : Thrives in a fast-paced environment and adjusts easily to changing priorities and processes.
• Professional : Maintains a polished and courteous demeanor in both verbal and written communications.
• Team-Oriented : Works collaboratively with colleagues, contributing to a positive and supportive work environment.
• Resilient : Stays calm and composed under pressure, handling challenging situations with grace.
• Service-Minded : Genuinely passionate about helping clients and providing exceptional service.
• Organized : Manages time and responsibilities effectively, ensuring all tasks are completed promptly.

Education

• Minimum of a High School Diploma or associate degree in business, sales, or similar field.

Experience

• Minimum of 6 months of customer service experience, preferably in the Insurance industry.

Certificates, License and or Specialized Requirements

• Prefer if candidate has active P&C License, but not necessary.

What We Offer

At Texan Insurance, we believe in taking care of our team as much as we take care of our clients. When you join us, you'll enjoy :

• Competitive Compensation : A salary and benefits package that recognizes your skills and contributions.
• Comprehensive Benefits : Health, dental, and vision insurance, as well as additional coverage options to support your well-being.
• Retirement Planning : A 401(k) plan with company contributions up to 4% to help you build a secure future.
• Paid Time Off : Generous PTO and 9 paid holidays so you can recharge and enjoy life outside of work.
• Professional Development : In House Corporate Trainer to help your grow professionally and create customized training specifically for you along with opportunities to grow within the company.
• Positive Work Environment : A supportive and collaborative team culture where your ideas and efforts are valued.
• Community Impact : Opportunities to participate in initiatives that give back to our local community by providing 16 hours of additional PTO to volunteer at an organization of your choosing plus company sponsored events.

At Texan Insurance, we're committed to helping you thrive—both professionally and personally. Join us, and let's grow together!

The pay range for this role is :

37,000 - 42,000 USD per year(Houston, TX)

PI260072434

Salary : $37,000 - $42,000