POSITION SUMMARY:
The Customer Service Agent – Sales & Service is responsible for both servicing a designated group of customers and developing new personal lines business. This role combines the core service responsibilities of a CSR with the sales and relationship-building functions of a Producer. The CSA actively supports clients, identifies opportunities to cross-sell and upsell, nurtures long-term relationships, and promotes the agency’s values and offerings. The primary line of business is Personal Lines Property and Casualty.
PRIMARY RESPONSIBILITIES AND DUTIES:
- Answer client inquiries, process policy changes, handle billing questions, and respond to service emails and calls.
- Review client accounts during every interaction to update information, identify gaps in coverage, and provide recommendations.
- Assist with renewals including reviewing and re-underwriting policies, obtaining quotes, preparing renewal documentation, and updating agency management systems (IMS).
- Maintain detailed documentation of all communications and coverage modifications to mitigate E&O risk.
- Identify opportunities to cross-sell or upsell additional lines of coverage (e.g., auto, home, umbrella, life, recreational vehicles).
- Conduct client fact-finding, identify exposure gaps, and develop tailored insurance proposals.
- Generate and follow up on new business leads; prepare submissions and quotes; negotiate with carriers for best terms.
- Bind coverage within agency authority and coordinate implementation with internal staff and external carriers.
- Build and nurture strong relationships with both new and existing clients through proactive communication and service.
- Educate clients on policy features, product differences, and market trends.
- Serve as a trusted advisor, guiding clients through policy decisions, renewals, and claims processes.
- Maintain strong working knowledge of available carriers, products, underwriting guidelines, and pricing.
- Monitor market trends and collaborate with underwriters to place risk effectively.
- Explore non-admitted market options if necessary and recommend best-fit solutions for clients.
SECONDARY RESPONSIBILITIES AND DUTIES:
- Collaborate with agency staff to share client and market feedback for continuous improvement.
- Assist with agency systems including e-signature platforms and ensure timely document collection.
- Regularly check and respond to email and voicemail throughout the day.
- Attend insurance industry seminars and trainings as needed.
- Other duties, as assigned.
KNOWLEDGE, SKILLS & ABILITIES:
- Excellent verbal and written communication skills.
- Strong interpersonal and negotiation abilities.
- High attention to detail and accuracy in documentation and data entry.
- Strong analytical, problem-solving, and time management skills.
- Able to work independently with minimal supervision and prioritize tasks effectively.
- Thorough knowledge of Property & Casualty insurance forms, coverages, and underwriting practices.
- Proficient in Microsoft Office Suite and agency management systems (IMS).
QUALIFICATIONS:
- Education: Minimum of a high school diploma or equivalent combination of education and experience.
- Experience: Prior insurance experience strongly preferred.
- Licensure: Must possess or be able to obtain a valid Pennsylvania Property & Casualty insurance license.
- Continuing Education: As required by applicable statutes and regulations.
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer
- Must be able to lift up to 15 pounds at times.
COMPENSATION: $45,000 – $50,000 starting salary range.
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience:
- Insurance: 2 years (Preferred)
License/Certification:
- Property and Casualty License (Preferred)
Work Location: In person
