Job Summary
The Customer Service Representative (CSR) is responsible for delivering exceptional customer service while assisting clients with their Property & Casualty insurance needs. This position requires a highly organized, dependable, and service-oriented individual who is committed to professionalism, continuous learning, and teamwork.
As the primary point of contact for many of our clients, the CSR represents the values and reputation of our agency. The ideal candidate understands that outstanding customer service goes beyond answering questions—it means building relationships, solving problems, anticipating client needs, and creating a positive experience during every interaction.
Responsibilities
- Provide exceptional customer service by phone, email, text message, and in person.
- Assist clients with policy changes, renewals, billing questions, certificates, endorsements, cancellations, reinstatements, and claims support.
- Process insurance transactions accurately and in a timely manner.
- Review policies for accuracy and identify potential coverage gaps or additional insurance needs.
- Communicate effectively with insurance carriers to resolve underwriting and service issues.
- Maintain complete and accurate documentation within the agency management system.
- Follow agency procedures and carrier guidelines.
- Support Producers by servicing existing accounts and helping retain business.
- Cross-sell and refer additional insurance products whenever appropriate.
- Follow up on outstanding requests until they are fully resolved.
- Protect confidential client information and maintain compliance with all applicable laws and agency standards.
- Contribute to the agency's retention, customer satisfaction, and growth objectives.
Professional Expectations
Every employee at our agency is expected to demonstrate the following characteristics:
Professionalism
- Maintain a courteous, respectful, and professional attitude with clients, coworkers, and carrier representatives.
- Represent the agency with integrity and honesty at all times.
- Communicate clearly, confidently, and respectfully.
Punctuality & Reliability
- Arrive on time and ready to work each day.
- Meet deadlines and complete assigned tasks promptly.
- Maintain dependable attendance.
Personal Appearance
- Present a neat, clean, and professional appearance consistent with a business environment.
- Dress appropriately for interactions with clients and business partners.
Self-Reliance
- Take ownership of assigned responsibilities.
- Solve problems independently before escalating issues.
- Demonstrate sound judgment and accountability.
Proactive Mindset
- Anticipate client needs before they become problems.
- Look for opportunities to improve agency processes and customer experience.
- Take initiative without waiting to be instructed.
Positive Attitude
- Maintain a positive outlook during busy periods and challenging situations.
- Treat every customer and coworker with respect and patience.
- Be solution-oriented rather than problem-focused.
Teamwork
- Collaborate effectively with Producers, Customer Service Representatives, Management, and Insurance Carriers.
- Support teammates when workloads require assistance.
- Foster a positive, respectful, and collaborative workplace culture.
Continuous Learning
- Be willing to learn new insurance products, carrier guidelines, technology, and agency procedures.
- Participate in training and professional development.
- Stay current with Florida insurance regulations and industry changes.
Qualifications
- Bilingual proficiency in English and Spanish is a significant advantage.
- Active Property & Casualty insurance license 4-40 (or willingness to obtain one).
- Excellent verbal and written communication abilities.
- Ability to analyze customer needs and provide appropriate solutions.
- Proficient in using computer systems and software applications related to customer service.
- Attention to detail and ability to multitask in a fast-paced environment.
- A positive attitude with a strong commitment to customer satisfaction.
What We Offer:
- Competitive salary based on experience.
- Comprehensive benefits package.
- Opportunities for professional growth and continuing education.
- A supportive and collaborative work environment.
How to Apply:
If you’re a customer service professional passionate about insurance and dedicated to exceeding customer expectations, we’d love to hear from you! Please submit your resume and a brief cover letter via this job post.
Job Type: Full-time
Pay: $14.00 - $17.00 per hour
Expected hours: 8 per week
Benefits:
- Dental insurance
- Paid time off
- Vision insurance
Shift:
License/Certification:
- 4-40 or 2-20 License (Required)
Location:
- Orlando, FL 32837 (Required)
Ability to Commute:
- Orlando, FL 32837 (Required)
Work Location: In person
