Customer Support Representative - Personal Lines

Primary Responsibilities

• Manage inbound client calls regarding payments, cancellations, policy changes, coverage questions, and general service needs.

• Maintain calm, confident, and friendly communication while multitasking across several systems and screens.

• Identify opportunities to deepen client relationships or support revenue retention by recognizing unmet needs or coverage gaps.

• Ability to address concerns, overcome objections, and present solutions or alternatives .

• Enter accurate information and process updates in real time during client calls.

• Process endorsements, audits, and other policy modifications.

• P erform additional duties as assigned.
  

Knowledge, Skills & Abilities

• Ability to multitask with ease, including talking, typing, researching, and problem-solving simultaneously.

• Comfort managing a steady volume of calls .

• Strong verbal communication skills and a friendly, patient, and professional demeanor.

• Quick learner who is comfortable using multiple systems and a multi-screen setup.

• High attention to detail with accurate documentation skills.

• Strong follow-through, reliability, and a collaborative approach.
  

Education & Experience

• Customer service or call center experience preferred but not required .

• Basic understanding of insurance concepts preferred.

• Ability to obtain state-required insurance licenses within the first 90 days (company-supported).

• Proficient typing skills with accuracy.

• Comfortable with Microsoft Office Suite and able to learn new systems quickly.
  

Perks Of Working at The Baldwin Group:

• Training and proper licensing provided

• Generous PTO Policy

• Complete health benefits package

• 401K with company matching

• Commission Opportunities with Incentives

• Opportunity to move up in your career based on personal performance