Commercial Lines Customer Service Representative

Position Overview

The Commercial Lines CSR at Davis Insurance Agency, Inc. is responsible for maintaining solid customer relationships by handling inquiries and concerns with speed and professionalism. You will interact daily with customers, insurance carriers, and colleagues while performing service and marketing activities. This is a remote position.

Compensation: $20.00 - $26.00 per hour

Key Responsibilities

• Provide service to existing clients by updating policies, providing quotes, taking payments, answering questions, and supplying documentation.
• Answer customer calls and correspondence regarding new or existing insurance policies and handle regular and after-hour claims.
• Work with new clients or support a producer by understanding their needs, gathering data, researching policy options, presenting options, finalizing and binding new coverage, canceling old policies, and negotiating with carriers when necessary.
• Set appointments or support producers to review existing policies, liability limits, exposures, and explore coverage needs, evaluate replacement costs, round out accounts, and bind renewals.
• Resolve product or service issues by clarifying customer concerns, determining causes, explaining solutions, expediting corrections, and following up to ensure resolution.
• Review audits or policies, verify accuracy, and facilitate corrections between clients and carriers.
• Maintain records of customer interactions and transactions, recording details in the agency management system.
• Collaborate with team members, mentor staff, provide expertise, answer questions, and participate in meetings as needed.

Required Qualifications

• Must hold the state-required insurance license and have a minimum of two years’ experience in commercial lines insurance account management or equivalent work experience, along with a Bachelor's Degree.
• Strong knowledge of insurance products and usages, rating and underwriting procedures, coverages, and industry operations.
• Excellent customer focus with a strong phone manner, and outstanding written and verbal communication skills, including math and reading abilities for calculations.
• Ability to multi-task, pay attention to detail, organize work, follow up diligently, handle difficult customer situations, and solve complex problems independently.
• Outstanding time management skills with a personal accountability mindset and proficiency with technology, including agency management systems, rating tools, and carrier websites.

Benefits & Perks

• Competitive Pay
• Professional Development
• Job Stability in a growing industry