Licensed Customer Service Representative

Location: Remote for TX, OH, TN candidates, Hybrid for AZ candidates
Job Type: Full-Time
Department: Customer Service

At Commonwealth Casualty Company, we believe insurance should be flexible, accessible, and centered around our customers. Since 2010, we have proudly served customers in Arizona, Ohio, Texas and Tennessee, providing affordable insurance products, including homeowners, renters, auto, mobile home, and roadside assistance coverage.

We are committed to delivering innovative, personalized insurance solutions that meet the unique needs of our customers. As a growing organization, we value collaboration, continuous improvement, accountability, and a people-first approach in everything we do.

The Customer Service Representative is responsible for providing timely, accurate, and professional service to customers and agents in a fast-paced, high-volume environment. This position requires the ability to manage multiple priorities while navigating various systems and resources to research and resolve customer inquiries.

The ideal candidate is an effective communicator who listens carefully, analyzes issues quickly, and provides clear and appropriate solutions. You will be responsible for explaining coverage, billing, and policy information in a manner that is easy for customers to understand while maintaining a high level of professionalism and customer service.

Success in this role requires strong attention to detail, accountability, adaptability, and a commitment to meeting established service and performance standards.

• Handle a high volume of inbound customer calls in a prompt, professional, and courteous manner.
• Manage multiple tasks and priorities while efficiently navigating multiple systems and resources.
• Research and resolve customer inquiries related to coverage, billing, policies, and account information.
• Explain insurance coverage, policy features, pricing, and procedures clearly and effectively.
• Provide quotes, pricing, and required information to new and existing customers.
• Complete the sales process accurately and efficiently when applicable.
• Take ownership of customer accounts throughout the review and resolution process.
• Maintain accurate and complete documentation within internal systems and records.
• Archive supporting documentation and evidence in accordance with company procedures.
• Maintain current knowledge of company products, pricing, procedures, processes, tools, and systems.
• Follow established policies, procedures, quality standards, and service-level expectations.
• Collaborate effectively with team members, agents, and other departments to resolve customer issues.
• Consistently meet established productivity, quality, attendance, and performance expectations.

• Active Property & Casualty Insurance License required.
• High School Diploma or GED required.
• Previous customer service experience preferred.
• Previous insurance industry experience is a plus.
• Strong verbal and written communication skills.
• Strong time management and organizational skills.
• Ability to effectively manage multiple tasks and priorities in a fast-paced environment.
• Strong attention to detail and commitment to accuracy and quality.
• Good analytical and basic mathematical skills.
• Proficiency with computers and the ability to quickly learn and navigate multiple software systems.
• Bilingual Spanish fluency is a plus.

• Hybrid or Remote Work
• Competitive compensation based on experience.
• Comprehensive medical, dental, and vision insurance.
• 401(k) plan with company match up to 6%.
• Paid maternity and paternity leave.
• Paid time off and company-paid holidays.
• Tuition reimbursement to support professional development.
• Opportunities for career advancement and continued learning.
• Supportive, collaborative, and people-first work environment.

Commonwealth Casualty Company is an equal opportunity employer. We are committed to providing a workplace free from discrimination and consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by applicable law.