Customer Service Representative

Job Description

Join Craig Mader Insurance Agency, a company committed to excellence in customer service and community engagement. Located in the heart of Gambrills, Maryland, we are seeking an enthusiastic Customer Service Representative to be a pivotal member of our dynamic team. This is an on-site position, giving you the opportunity to work alongside our top-performing Agent Advisors. We are dedicated to fostering a positive and supportive environment where your contributions are valued and your professional growth is encouraged.

As a Customer Service Representative, you will be the first point of contact for clients, addressing inquiries, resolving issues, and ensuring a high level of customer satisfaction. Your role will be vital in maintaining the strong relationships we hold with our clients and the community we serve.

If you are excited about making a positive impact through exceptional customer service, we invite you to apply and be a part of our team at Craig Mader & Performance Insurance.

• Paid Time Off (PTO)
• Health Insurance
• Dental Insurance
• Vision Insurance
• Mon-Fri Schedule
• Career Growth Opportunities
• Retirement Plan
• Paid Training
• Competitive Salary + Bonus Pay
• Paid CE Credits
• Healthcare Spending Account
• Team Building Activities
• Professional Work Environment
• Office Snacks & Coffee
• Hands on Training

• Educate and advise customers on insurance policies tailored to their needs, develop quotes, and assist in closing sales.
• Follow up with customers to ensure satisfaction, address inquiries, and resolve or refer issues as appropriate.
• Process customer payments, make policy changes, update client information, and issue insurance documentation such as Certificates of Insurance (COIs), , and policy documents.
• Maintain strong client relationships through proactive communication and follow-up phone calls, ensuring continued engagement and satisfaction.
• Resolve customer issues by verifying that all requested changes have been completed accurately and communicated effectively.
• Actively learn and retain knowledge of the agency's insurance products to provide accurate information and support client needs.
• Answer incoming calls and respond to client inquiries promptly and professionally to uphold high customer service standards.
• Assist with the claims process by taking the First Notice of Loss (FNOL), answering client questions, and providing timely updates throughout the claims journey.
• Maintain detailed records of customer interactions and transactions, including inquiries, complaints, and actions taken.
• Recommend appropriate insurance products based on client needs and available offerings.
• Perform other duties as assigned to support the overall success of the agency.

• Must be willing to obtain a Property & Casualty license within 60 days of hire; licensing assistance is available for the right candidate.
• Educational Background:
  High school diploma or equivalent is required; additional certifications in customer service or related fields are a plus.
• Communication
  
  Skills:
  
  Excellent verbal and written communication skills to effectively interact with clients and team members.
• Experience:
  
  A minimum of 1-2 years of experience in a customer service role, preferably within the insurance industry.
• Problem-Solving:
  Strong problem-solving skills with the ability to handle complaints and difficult situations professionally.
• Organizational
  
  Skills:
  
  Detail-oriented with strong organizational skills to manage multiple tasks efficiently.
• Technical Proficiency:
  Proficient in using MS Office Suite and familiarity with customer relationship management software.
• Local Candidate:
  Must reside within a commutable distance to Gambrills, Maryland.
• Team Player:
  Demonstrated ability to work collaboratively within a team environment.