Customer Service Representative

Customer Service Representative

The Customer Service Representative (CSR) plays a key role in supporting our clients and agents by providing timely, accurate, and professional assistance with their insurance needs. This position involves managing policy updates, handling client inquiries, processing renewals, data entry, completing daily reports following processes and procedures, and ensuring a positive customer experience in every interaction.

Key Responsibilities

• Serve as a secondary point of contact for clients regarding policy questions, coverage updates, billing, and claims assistance.
• Process new business applications, policy changes, endorsements, renewals, and cancellations accurately and efficiently.
• Communicate with insurance carriers and associated vendors to resolve client issues and ensure timely processing of requests.
• Maintain detailed and accurate client records in the agency management system (e.g., HawkSoft, AMS360 or similar).
• Support agents with administrative tasks, quotes, reporting, data entry, and various documentation as needed.
• Identify opportunities to improve client satisfaction and retention.
• Follow up with clients, agents, and internal staff to ensure outstanding service and timely resolution of issues.
• Adhere to company policies, compliance standards, and industry regulations.

Qualifications

• Minimum of 1–3 years of experience in customer service, preferably within the insurance industry.
• Strong communication and interpersonal skills, both verbal and written.
• Excellent organizational skills and attention to detail.
• Proficiency in Microsoft Office and experience with insurance management systems (HawkSoft and AMS360 preferred).
• Ability to multitask and prioritize in a fast-paced environment.
• Team-oriented mindset with a commitment to delivering outstanding customer experiences.

Note: This description indicates, in general terms, the type and level of work performed and responsibilities held by the team member(s). Duties described are not to be interpreted as being all-inclusive or specific to any individual team member. No Third Party Agencies or Submissions Will Be Accepted. Our company is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. DFWP Opportunities posted here do not create any implied or express employment contract between you and our company / our clients and can be changed at our discretion and / or the discretion of our clients. Any and all information may change without notice. We reserve the right to solely determine applicant suitability. By your submission you agree to all terms herein.