Customer Service Representative

The Frank

A. Douglass Agency seeks a Customer Service Representative to join their team in Houghton, Michigan
.

This is an excellent opportunity for someone motivated and who wants to work in an office environment learning about the insurance industry. Prior customer service and insurance office experience is helpful, but not required. We’re seeking candidates who enjoy a variety of tasks, like helping others, and take pride in their work.

• $18.00 – $21.00 per hour starting pay.
• PLUS $200 additional monthly pay for your insurance needs or to use as you see fit.
• 401(k) retirement plan.
• Profit sharing.
• Paid time off.
• Long-term disability insurance and life insurance.
• Full-time Monday – Friday position working from 8:00am – 4:00pm.

• Client Engagement. Greet and welcome customers enthusiastically in person, by email, phone, and through modern channels to build lasting client relationships.
• Communications Management. Handle a multi-line phone system by routing incoming calls, capturing detailed messages, and ensuring prompt, accurate responses to customer requests.
• Policy Administration. Execute digital data processing, file transfers, and system entry for new applications, cancellations, and policy modifications.
• Payment Processing. Securely receive, post, and reconcile customer premium payments over the counter and by processing software.
• Database Maintenance. Update and maintain the agency management system (CRM) to keep client files, communication history, and contact details fully accurate.
• Staff Assistance. Provide seamless administrative, clerical, and operational support to agents and executive staff as workflow needs shift.

• 18 years of age or older with a valid driver’s license.
• A polished professional appearance, a welcoming phone personality, and strong written and verbal communication skills to interact effectively with a diverse range of clients.
• Advanced computer skills, including navigation of the web, CRM databases, and full command of Microsoft 365 (Word, Excel, Outlook, and Calendar).
• Career Path. Possession of a Michigan Property & Casualty Insurance license is highly preferred. In absence of this license, you are motivated and will obtain licensing within 1 year if hired for this position. (We fully cover your self-paced online training course and give an immediate pay increase upon passing).
• High level of organization and adaptability to balance multiple tasks simultaneously, manage tight deadlines, and perform under pressure.