Customer Service Representative (remote) - Remote Eligible

Customer Service Representative I

This is an entry-level position designed for individuals new to the role or those who prefer to remain in a support-focused capacity. This position is responsible for delivering a positive customer experience, responding to a wide range of inquiries, and ensuring that policyholders, brokers, and other stakeholders receive accurate and timely assistance. CSR I serves as the front line of communication and plays a key role in upholding our service standards.

Principal Duties & Responsibilities

• Handle customer interactions related to insurance policies, billing, endorsements, licensing and general questions with accuracy, professionalism and efficiency.
• Provide clear, accurate, and courteous assistance to insureds, brokers, and other stakeholders.
• Process policy changes, endorsements, and updates according to company guidelines and within established timelines.
• Collaborate with internal business partners (e.g., underwriting, claims, billing) to meet customer needs and support streamlined workflows.
• Ensure compliance with company procedures, service standards, and applicable regulatory requirements.
• Demonstrate reliability, professionalism, and a strong customer-first mindset in every interaction.
• Accurately document all customer interactions in the system, maintaining clear and complete records.
• Participate in ongoing training and team meetings to stay current on product knowledge, systems, and procedural updates.
• Contribute to team goals by sharing feedback, offering suggestions for improvement, and fostering a positive workplace culture

Education & Experience

• High school diploma and basic computer skills required.
• Exhibit good communication skills with emphasis on phone skills.
• Demonstrate good interpersonal skills (both internal and external) and work well in a team environment.
• Perform moderately complex tasks.
• Exercise occasional decision making and judgment.
• Perform tasks with minimal supervision.
• Have a solid understanding of rules and procedures in order to provide accurate information to callers.
• Prior insurance experience, call center experience, and coverage knowledge preferred.
• Bilingual (English/Spanish) preferred.