Insurance Agency Customer Service Representative (CSR)

Job Summary: The Customer Service Representative (CSR) is responsible for providing exceptional customer service to clients by handling inquiries, processing insurance policy changes, assisting with claims, and ensuring a positive customer experience. The CSR serves as the primary point of contact for policyholders (Businesses) and plays a critical role in retaining and growing the agencys client base. Key Responsibilities: Client Interaction: Respond to customer inquiries via phone, email, in a timely and professional manner. Address customer questions and concerns regarding insurance policies, coverage options, billing, and claims. Educate clients about policy features, benefits, and options to help them make informed decisions. Policy Management: Assist clients with policy changes, renewals, cancellations, and endorsements. Process new insurance applications and ensure all required documentation is complete and accurate. Maintain detailed and accurate records of client interactions and transactions in the agency management system. Claims Assistance: Guide clients through the claims process, ensuring they understand the steps involved and what information is needed. Liaise with insurance carriers to follow up on claims status and resolve any issues. Provide support to clients in filing claims and understanding their claim status. Administrative Duties: Perform general office tasks, such as filing, data entry, and maintaining organized records. Schedule appointments for policy reviews, consultations, and other client needs. Assist with marketing and promotional activities as needed. Customer Retention: Proactively reach out to clients for policy reviews, renewals, and to discuss additional coverage options. Identify opportunities to cross-sell or upsell additional insurance products that meet clients needs. Participate in retention efforts to ensure client satisfaction and loyalty. Qualifications: Experience: Previous experience in customer service, preferably within the insurance industry. Familiarity with insurance products and services is a plus. Active OH Property & Casualty Insurance license. Skills: Excellent communication skills, both verbal and written. Strong problem-solving and critical-thinking abilities. High level of organizational skills and attention to detail. Proficiency in using computer systems and software, including MS Office and insurance agency management systems. Ability to work effectively both independently and as part of a team.