Customer Service Representative (Remote)
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.