Job Description
Job Summary:
The Customer Service Representative (CSR) plays a key role in supporting agency operations by handling client inquiries, processing policy changes, assisting with claims, and ensuring high levels of client satisfaction. This role requires excellent communication skills, attention to detail, and a strong customer-first mindset.
Responsibilities:
- Respond to client inquiries via phone, email, and in-person in a timely and professional manner
- Assist with policy changes, endorsements, and billing inquiries
- Process payments and issue certificates of insurance and ID cards
- Follow up with clients on renewals, documentation, and outstanding requests
- Support producers with administrative tasks and customer follow-up
- Maintain up-to-date client records and ensure accuracy in agency management systems
- Educate clients on coverage options, policy features, and basic insurance terminology
- Assist with initiating and tracking claims processes
- Stay informed on carrier guidelines, industry changes, and agency procedures
Qualifications:
- High school diploma or equivalent required; associate or bachelor’s degree a plus
- Previous experience in insurance, customer service, or administrative support preferred
- P&C insurance industry is a plus
- Strong verbal and written communication skills
- Proficient in Microsoft Office and comfortable using agency management software
- Detail-oriented with the ability to multitask and prioritize
- Friendly, positive attitude with a passion for helping others