Customer Service Representative

Job Summary

To deliver exceptional customer support, the full-time remote Customer Service Representative will manage inbound calls and chats from clients and agents regarding personal lines insurance policies, addressing inquiries, processing transactions, and ensuring a high level of service.

Key responsibilities

• Diagnose customer requests and provide solutions while balancing customer needs with company guidelines
• Manage call metrics, including call quality and average handle time, to meet department standards
• Develop and maintain successful customer relationships through effective communication and follow-up

Required qualifications

• Two years of agency experience in Personal Lines insurance, including homeowners and other lines, or equivalent education and experience
• Knowledge of Property/Casualty Insurance operations and policy elements is preferred
• Experience with automated systems for processing endorsements and handling customer inquiries
• Ability to prioritize and manage workflow efficiently and accurately
• Strong skills in developing customer relationships via telephone and chat