The Customer Service Representative is responsible for providing exceptional customer service, handling daily policy servicing requests, and supporting the agency's operations. This position requires strong organizational skills, attention to detail, and the ability to manage multiple tasks efficiently.
Key Responsibilities
- Answer incoming calls and respond to client emails promptly and professionally.
- Process policy changes, endorsements, cancellations, and reinstatement requests.
- Handle mortgagee changes, billing inquiries, payments, and document requests.
- Provide declaration pages, insurance ID cards, and evidence of insurance.
- Follow up on outstanding underwriting requirements, inspections, and documentation.
- Assist with renewal processing and administrative follow-up.
- Direct claims questions and coverage concerns to the appropriate agent or carrier.
- Maintain accurate client records and document all activities in the agency management system.
- Complete assigned tasks accurately and within established deadlines.
- Communicate effectively with clients, carriers, agents, and team members.
Qualifications
- Excellent customer service and communication skills.
- Strong organizational skills and attention to detail.
- Ability to multitask, prioritize, and work independently.
- Dependable, professional, and team-oriented.
- Previous insurance experience preferred.
- Appropriate Florida insurance license, (must have a 440 or 220 license currently)
Performance Expectations
- Provide prompt, friendly, and professional service.
- Take ownership of tasks and follow through to completion.
- Maintain accurate and organized client records.
- Meet established deadlines without repeated reminders.
- Demonstrate initiative, accountability, and teamwork.
- Follow agency procedures and maintain confidentiality.
Position Focus
This is a customer service and administrative position, not a sales role. Quoting, coverage reviews, and insurance recommendations are handled by licensed agents.
At Iron Rock Insurance, our goal is simple: Deliver outstanding service, take ownership of responsibilities, and treat every client like family.
