Customer Service Representative

Overview

Customer Service Representative (Level

I) – First point of contact for new and existing customers’ insurance questions, delivering quality customer service to build rapport and long‑term relationships to encourage renewal and repeat business. Requires knowledge of procedures, products and programs to ensure department standards and guidelines are met.

• Work diligently to find resolution to customer concerns and, when necessary, escalated to appropriate level.
• Convey information efficiently, effectively, and appropriately to meet the needs of the customer.
• Strive for first‑call resolution to provide best in class service.
• Maintain current and knowledgeable understanding of all procedures to ensure department standards and guidelines are met, including Schedule Adherence, Quality Assurance, First Contact Resolution, Average Talk Time, Average Handle Time, Average Speed of Answer, and Coding.

• High school diploma or equivalent; some college is a plus.
• Property/Casualty Insurance License preferred.
• 2 or more years of insurance sales/service experience required.
• Demonstrated job stability and attendance records.
• Remote working experience a plus.
• Solid computer, grammar and multi‑tasking skills.
• Ability to work in a fast‑paced team environment.
• Dedicated to providing a positive customer experience.
• Communicate clearly and professionally over the phone.
• Strong technical background/ability to multi‑task in several systems at once.
• Willingness to learn new material and systems/applications.
• Accountable and reliable.

Starting pay ranges from $20/hour – $23.00/hour based on candidate's experience and education. Hours are Monday – Friday. In addition to regular hourly pay, there is an annual Performance Bonus Potential.

• Immediate health and dental benefits.
• Paid vacation and holidays.
• 401(k) match.
• Profit sharing.
• Tuition reimbursement policy.
• Employee Stock Purchase Plan.
• PTO.
• Corporate holidays and floating holidays.
• Parental leave.

• Hybrid work schedule required if located near Markel office locations (Pewaukee, WI; Omaha, NE; Glen Allen, VA; Henderson, NV). Remote work possible outside of Markel office locations if licensed.
• Must have Property & Casualty license to work remote outside of Markel office locations.

Markel is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of any protected characteristic.