Client Services Specialist

Job Description

ABOUT THE ROLE

The Client Services Representative is essential part of the Mercer Agency client experience. This role exists to serve, building genuine relationships with households and small businesses who trust us to advocate for their best interests. If you lead with integrity, communicate with clarity, and genuinely care about the people you work with, you belong here.

This is a part-time-to-full-time position requiring an active Michigan P&C insurance license. You'll work closely with clients and the agency team to ensure every person we serve feels seen, heard, and valued, from the first conversation to renewal and beyond.

• Serve as the primary point of contact with client accounts, providing responsive, knowledgeable support across all service interactions
• Process policy changes, endorsements, certificates of insurance, and other service requests accurately and efficiently
• Educate clients on their coverage so they understand what they have and why it matters - no jargon, no confusion
• Coordinate with insurance carriers on claims, billing issues, and coverage questions on behalf of clients
• Maintain accurate, up-to-date client records in the agency management system
• Collaborate with the agency team to ensure a seamless, consistent client experience at every touchpoint
• Support the onboarding of new clients with a warm, thorough introduction to the agency and their coverage
• Contribute to a culture of accountability, continuous learning, and genuine service

Licensing & Industry Knowledge

• Active Property & Casualty license issued by the State of Michigan (required at time of hire)
• Working knowledge of both personal lines and commercial lines, with a commitment to ongoing education
• Familiarity with standard insurance carrier platforms and agency management systems

Communication & Relationship Skills

• Exceptional verbal and written communication - direct, warm, and easy to understand
• Ability to listen actively and ask the right questions to understand what a client truly needs
• Comfortable delivering difficult news or having candid conversations with professionalism and empathy

Organization & Execution

• Strong attention to detail, accuracy matters in every policy transaction and client interaction
• Ability to manage a high volume of tasks, prioritize effectively, and follow through consistently
• Proficiency with standard business technology (email, CRM/AMS platforms, Microsoft Office or equivalent)

Character & Cultural Fit

• High integrity - you do what you say you'll do, even when no one is watching
• Genuinely client-first mindset - motivated by serving, not selling
• Collaborative team player who lifts others up and takes ownership of their role in the bigger mission
• Adaptable, curious, and committed to growing personally and professionally

Founded on the idea that serving is greater than selling, Mercer Agency exists to make insurance simple, personal, and reliable again. Our team brings decades of experience backed by integrity, accountability, and a deep commitment to doing what’s right - even when no one’s watching.