Customer Service Agent

Job Summary

As a Customer Service Agent at CCIS, you will be responsible for providing phone support to the agency, managing our customer database, assisting clients with their needs, and connecting them to the appropriate team members to ensure a positive experience with CCIS. CCIS is headquartered in Sacramento, California. This position follows standard business hours from 8:00 AM to 5:00 PM PST, Monday through Friday with flexibility of an earlier or later start time is needed. This role requires onsite attendance in our Sacramento office Monday-Friday.

Position Responsibilities

• First call resolution – Greet and triage inbound customer calls or promptly return customer voicemail inquiries. Address their needs, troubleshoot issues, and provide clear guidance to support a successful customer experience
• Provide customer account support – Offer accurate policy and license information, process non-premium policy changes such as name, address, and contact updates, handle cancellations and reinstatement requests, and maintain detailed records and source documents in our agency management system
• Guide customers through the claim process – Assist customers during claim intake. Offer insight on timelines and identify key contacts they can expect to work with throughout the review
• Prepare and distribute certificates of insurance – Ensure accuracy and completeness when delivering verification of coverage to customers and third parties
• Partner with agents and customers – Ask thoughtful, probing questions to gather essential information, support smooth team communication, and ensure efficient call transfers when needed
• Assist with policy maintenance and data accuracy – Support routine updates to customer and policy records, ensure clean data entry into the agency management system, and help identify and correct inconsistencies or outdated information to maintain high-quality records across all service workflows

Minimum Qualifications

• High School Diploma or general education degree (GED)
• 1 year in a clerical customer service-related field
• 1 year utilizing Microsoft Office and/or digital CRM software
• Strong written and verbal communication skills
• A customer service oriented approach to your work
• Kindness, integrity and respect for all people
• A genuine care and concern for detail & accuracy
• Ability to remain calm in a dynamic, fast-paced environment
• Willing to work onsite in our Sacramento office Monday-Friday

Pay: $23.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance

Work Location: In person