The Service Representative serves as the primary point of contact for existing clients, delivering prompt, professional, and accurate customer service. This position is responsible for maintaining client relationships, processing policy transactions, documenting all client interactions, and ensuring compliance with agency procedures and insurance regulations.

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Essential Duties and Responsibilities

• Provide outstanding customer service by phone, email, text, and in person.

• Respond promptly to client inquiries regarding policies, billing, claims, and coverage.

• Process policy endorsements, renewals, cancellations, reinstatements, and certificate requests.

• Review insurance policies for accuracy and completeness.

• Explain policy coverages, exclusions, and available options without misrepresenting products.

• Obtain quotes for policy changes and additional coverage as requested.

• Assist clients with claims reporting and provide updates throughout the claims process.

• Follow up on outstanding underwriting requirements and policy documentation.

• Maintain accurate, detailed documentation of all client communications within the agency management system.

• Identify cross-selling and coverage gap opportunities and refer clients to licensed producers when appropriate.

• Maintain confidentiality of client information in accordance with agency policies and applicable privacy laws.

• Work collaboratively with insurance carriers and agency team members to resolve client issues.

• Meet agency service standards for response times and client satisfaction.

 

Qualifications

• High school diploma or equivalent required; associate's or bachelor's degree preferred.

• Active Property & Casualty Insurance License (or ability to obtain within a specified timeframe).

• Previous customer service or insurance experience preferred.

• Strong verbal and written communication skills.

• Excellent organizational and time management abilities.

• Ability to multitask in a fast-paced environment.

• Proficiency with agency management systems, Microsoft Office, and carrier websites.

• Strong attention to detail and problem-solving skills.

 

Knowledge, Skills, and Abilities

• Professional and courteous communication.

• Ability to explain insurance concepts in clear, understandable language.

• Strong customer service orientation.

• Excellent organizational and documentation skills.

• Ability to prioritize multiple tasks effectively.

• Commitment to confidentiality and ethical business practices.

• Team-oriented with a positive attitude.

 

Performance Expectations

• Respond to client communications within agency service standards.

• Maintain accurate client records and documentation.

• Achieve high levels of customer satisfaction and client retention.

• Complete continuing education and licensing requirements as required.

• Adhere to all agency policies, carrier guidelines, and state insurance regulations.

 

Working Conditions

This position is typically performed in an office environment with prolonged periods of sitting, computer use, and telephone communication. Occasional overtime may be required during peak renewal periods or catastrophic weather events.

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This role is ideal for individuals who enjoy helping others, solving problems, and building long-term client relationships while supporting the overall success of the agency.