Customer Service Insurance Agent
Position Summary
We are seeking a motivated and customer-focused Customer Service Insurance Agent to support and retain our renewal business. This role is responsible for building strong client relationships, reviewing renewal policies, identifying coverage needs, resolving customer concerns, and helping maintain high retention levels through excellent service and proactive communication.
The ideal candidate is organized, detail-oriented, and passionate about helping clients protect what matters most while delivering exceptional customer experience.
Key Responsibilities
- Manage and retain an assigned book of renewal business
- Contact customers regarding upcoming policy renewals
- Review policies for accuracy, coverage gaps, and premium changes
- Provide renewal quotes and explain coverage options to clients
- Process policy changes, endorsements, cancellations, and reinstatements
- Respond to customer inquiries by phone, email, and in person
- Resolve billing, claims, and service-related concerns professionally and efficiently
- Identify opportunities to recommend additional coverage products
- Maintain accurate customer records and documentation
- Follow up on outstanding information needed to complete renewals
- Work closely with producers and agency staff to support client retention goals
- Meet agency retention, customer satisfaction, and service standards
- Stay current on insurance products, carrier guidelines, and compliance requirements
Qualifications
- Ability to obtain the Property & Casualty License within 90 days of start
- Previous insurance customer service experience preferred but not required
- Strong communication and relationship-building skills
- Excellent organizational and multitasking abilities
- Ability to handle difficult conversations with professionalism and empathy
- Proficient in Microsoft Office
- Strong attention to detail and problem-solving skills
- Ability to work independently and as part of a team
- Strong phone etiquette and customer follow-up skills
- Time management and prioritization abilities in a fast-paced environment
Preferred Skills
- Knowledge of personal and/or commercial insurance lines
- Ability to identify cross-selling opportunities
Performance Expectations
- Maintain high customer retention rates
- Deliver excellent customer service experiences
- Ensure timely processing of renewals and policy changes
- Build long-term relationships with clients
Work Environment
- Office-based: 9:30 – 5
- Standard business hours with occasional additional hours during peak renewal periods
- Collaborative team atmosphere focused on customer care and agency success
Pay: $19.00 - $21.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
