Customer Service Representative

The Customer Service & Administrative Representative (CSR) provides front-line service to clients while supporting backoffice

operations. This dual-role position ensures client satisfaction by processing payments and policy changes, while also

maintaining organized office workflows.

Key Responsibilities:

Respond to customer inquiries via phone, email, and in person.

Monitor, retrieve, and promptly respond to voicemail messages.

Process policy changes, endorsements, renewals, and payments.

Maintain accurate customer records in the system.

Assist in collecting late payments and following up with clients.

Handle administrative duties including data entry, filing, and scheduling.

Support producers and management with client follow-ups and office tasks.

Maintain supplies and ensure front-desk readiness.

Ensure compliance with company and carrier procedures.

Qualifications:

Strong communication and problem-solving skills.

Excellent multitasking and organizational abilities.

Prior customer service or insurance experience preferred.

Proficiency in Microsoft Office and office software.

Bilingual (English/Spanish) is a plus.

Performance Metrics:

Customer satisfaction and response times.

Accuracy of data entry and transaction processing.

Timeliness in completing follow-ups and collections.

Contribution to team production goals.