Customer Service Representative | Insurance Agent

Summary: Provide effective customer service to internal and external customers by applying in-depth knowledge of insurance products, company programs, and established procedures. Support clients throughout the policy lifecycle and perform licensed insurance agent activities, including advising clients, generating quotes, and processing policy transactions while maintaining accurate records and professional communication.

Key responsibilities:

• Deliver prompt, professional responses to customer inquiries via phone, email, and online chat.
• Advise clients on insurance products and recommend solutions that align with their needs and circumstances.
• Manage policy lifecycle tasks, including quote generation, application processing, policy changes, renewals, and claims support.
• Document customer interactions, maintain accurate records in internal systems and CRM, and ensure timely follow-up on outstanding requests.
• Resolve customer issues by researching, prioritizing, and coordinating with underwriting, product, or sales teams as needed.
• Handle escalations and dissatisfied customers professionally, escalating to appropriate personnel when required.
• Identify and propose process improvements to enhance service quality, efficiency, and client satisfaction.
• Maintain current knowledge of product offerings, underwriting guidelines, market developments, and compliance requirements.
• Collaborate with colleagues to support sales objectives, retention efforts, and team performance targets.

Required qualifications:

• High school diploma or GED.
• Minimum two years of customer service experience; experience in insurance or financial services preferred.
• At least one year of experience using Microsoft Excel and Outlook; general PC and data entry proficiency.
• Excellent verbal and written communication skills, with professional telephone and email etiquette.
• Strong problem-solving skills, attention to detail, and ability to manage multiple priorities in a fast-paced environment.
• Demonstrated ability to build trust-based client relationships and work effectively as part of a team.
• Possession of, or willingness to obtain in a timely manner, relevant state insurance license(s).
• Authorization to work in the United States.

Preferred qualifications:

• Previous experience as an insurance agent, inside sales representative, or other client-facing insurance role.
• Familiarity with CRM systems and standard office productivity tools.
• Proven ability to meet or exceed service and sales performance expectations.

Additional information: The Gainey Agency supports professional development and offers opportunities for career advancement and performance-based incentives. Employees are expected to maintain compliance with licensing and regulatory requirements and contribute to a collaborative, client-focused work environment.