Customer Service Representative

Position Overview

We are seeking a detail-oriented and customer-focused Customer Service Representative to join our small, independent insurance agency. You will be the first point of contact for our clients, handling policy inquiries, scheduling appointments, managing administrative tasks, and supporting our licensed insurance agents. This is a full-time role working closely with the owner/agent who has been in the insurance business for over 20 years. Ideal for someone with insurance industry experience or a strong service orientation who is ready to learn the ins and outs of personal and auto insurance.

Key Responsibilities

Customer Service & Communication

• Answer inbound calls professionally and route to appropriate agents; handle routine customer questions about policy coverage, claims status, and payment options
• Respond to customer emails and inquiries in a timely manner; document interactions in the agency management system
• Schedule agent appointments and customer consultations; manage calendar logistics
• Process routine requests including address changes, policy document delivery, payment posting, and receipt confirmation

Administrative & Operational Support

• Data entry into agency management system (policy information, customer updates, renewals)
• File organization and document management; maintain organized customer records and policy files
• Prepare renewal notices, policy documents, and customer communications for distribution
• Process incoming mail and documents; organize and route to appropriate team members
• Light bookkeeping tasks, including invoice tracking and payment processing

Sales Support

• Gather information from new prospect inquiries and compile in agency management system
• Prepare quote packages and policy documents for agent review and client presentation
• Follow up on pending quotes and track policy status through to binding
• Maintain and update customer contact lists and lead tracking spreadsheets

Required Qualifications

• 1–3 years of customer service experience in an insurance agency, insurance broker office, or similar customer-facing role
• Working knowledge of personal auto insurance (coverage types, limits, deductibles) or willingness to learn quickly
• Proficiency with insurance agency management systems (e.g., Salesforce, HubSpot, AgencyBloc, or similar CRM platforms)
• Strong organizational skills with ability to manage multiple tasks and priorities simultaneously
• Excellent written and verbal communication skills; professional phone presence
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and general computer literacy
• High school diploma or equivalent; some college or college degree preferred

Preferred Qualifications

• Georgia insurance license (or willingness to obtain within 90 days of hire)
• Experience with independent insurance agencies or brokers
• Experience with online quote systems and policy rating platforms
• Bilingual capability (English/Spanish/Arabic) a plus

Required Skills & Attributes

• Calm and professional demeanor when handling frustrated or upset customers
• Detail-oriented with strong attention to accuracy in policy data entry and documentation
• Proactive problem-solver who takes initiative without constant supervision
• Team player who supports agents and colleagues in a collaborative environment
• Commitment to continuous learning and professional development in the insurance industry

Pay: $18.00 - $20.00 per hour

Benefits:

• Flexible schedule

Application Question(s):

• Do you have experience working in an insurance agency or a broker's office? If yes, how many years and what was your role?
• What's your experience with CRM systems or agency management software?
• Why are you interested in this insurance CSR role?

Language:

• Spanish (Preferred)

Work Location: Hybrid remote in Atlanta, GA 30341