Licensed Customer Service Representative

About the Role

The Customer Service Representative is responsible for delivering high-quality support to policyholders and prospective customers. This entry-level role ensures a positive customer experience by answering questions, resolving issues, processing policy updates, and providing accurate information in a timely and professional manner.

Key Responsibilities

• Manage multiple tasks and priorities while efficiently navigating various systems to perform job functions.
• Demonstrate a strong understanding of company procedures, processes, tools, and systems.
• Take full ownership of customer accounts during the review and servicing process.
• Maintain accurate internal records by archiving all necessary documentation and evidence.
• Develop and maintain strong knowledge of company products, pricing, underwriting guidelines, and policy features.
• Receive, investigate, and respond to all customer inquiries, concerns, and complaints in a timely and professional manner.
• Request, track, and follow up on any missing or required information from customers.
• Provide accurate quotations, pricing details, and policy information to new and existing customers.
• Successfully complete the sales process in accordance with the company's regulatory requirements.
• Answer incoming calls promptly, professionally, and courteously while maintaining excellent customer service standards.

Requirements & Tech Stack

• Proficient in Microsoft Office applications.
• Comfortable handling phone communications with a professional disposition.
• Time-management skills.
• Customer-focused mindset with strong problem-solving skills.

Qualifications

• High school diploma or equivalent required.
• Active insurance license (Property & Casualty).
• Bilingual skills are a plus (Spanish/English preferred).
• Ability to learn and apply insurance guidelines, processes, and systems.
• Ability to thrive in a fast-paced, high-pressure environment while maintaining accuracy and professionalism.
• Previous customer service experience preferred.
• Candidates are required to complete a basic computer proficiency and customer service skills test and achieve an acceptable passing score.

Work Environment & Schedule

• Standard schedule: Monday–Friday.
• Currently hiring for shifts between 5:00 AM and 6:00 PM MST.
• Schedule will vary depending on call center needs at the time of hiring.
• In-office position and require on-site attendance for all scheduled shifts for Arizona.
• Remote position available for out-of-state applicants only.
• Remote position requires the schedule to accommodate Arizona time.