Customer Service Representative

Job Description

Our office is quickly growing and we need someone who we can train to fit in our office puzzle! The position offered is full time
. Our Customer Service Representative needs to exceed customer service standards to current clients while also assisting prospects as they call in.

• Paid Time Off (PTO)
• Hands on Training
• Mon-Fri Schedule
• Career Growth Opportunities

• Answer incoming customer calls, emails, and text messages.
• Assist clients with policy questions and coverage explanations.
• Process policy changes, endorsements, reinstatements, and cancellations.
• Provide billing assistance and payment information.
• Help customers obtain proof of insurance and other policy documents.
• Respond to customer concerns and resolve service issues.
• Maintain accurate customer records and document all interactions.

• Conduct annual policy reviews with existing clients.
• Explain renewal offers and premium changes.
• Identify coverage gaps and recommend appropriate solutions.
• Assist with customer retention efforts when policies are at risk of canceling.

• Offer additional products such as auto, home, umbrella, life, renters, recreational vehicle, and commercial insurance.
• Generate referrals from satisfied customers.
• Refer qualified opportunities to producers or agents when appropriate.
• Help round out accounts to improve protection and client retention.

• Assist customers with claim reporting.
• Serve as a liaison between the client and claims department.
• Provide updates and guidance throughout the claims process.
• Direct complex claim concerns to the appropriate claims professional.

• Verify policy information and underwriting requirements.
• Follow carrier compliance and documentation procedures.
• Maintain agency management system notes and records.
• Support marketing campaigns, renewals, and follow-up activities.
• Complete required training and licensing requirements.

• Deliver exceptional customer experiences.

• Increase household coverage through account reviews.
• Generate referrals.
• Support agency growth while maintaining compliance and service standards.

Texas Property and Casualty License

Experience in the industry preferred