Insurance Customer Service Representative - Phone Services

Position

WCF Insurance's small business team has an immediate opening for a full-time Commercial Lines Customer Service Representative - Phone Services who can demonstrate our core values of doing the right thing, being great at your job, and helping others succeed.

About the Position

The Commercial Lines Customer Service Representative - Phone Services provides excellent phone‑based support to small business owners who hold commercial insurance policies with WCF Insurance. As a commercial insurance carrier, WCF Insurance serves business owners seeking coverage to protect their operations, employees, and workplaces. Training is provided, including time to learn our systems, processes, and the fundamentals of commercial insurance.

In this role, you'll handle inbound calls, assist with policy changes, complete follow‑ups, and support underwriting operations. The work is steady and varied, with an emphasis on accuracy, service quality, and clear communication.

In addition to daily customer support, each Customer Service Representative is assigned ownership of a specific area of the customer service experience. You'll share reoccurring questions and feedback and contribute to service improvements. During lighter call volume, time is used for follow‑ups, queue support, and maintaining service quality.

Depending on business needs, this role may also assist with other service channels, including email, live chat, and the front desk, to ensure a consistent customer experience.

This position is well‑suited for candidates with phone or office experience, as well as those early in their careers who are interested in learning commercial insurance and supporting small businesses in a professional environment.

Qualifications

The most qualified applicants will have:

• Bilingual English and Spanish speaking preferred, but not required.
• Strong communication and active listening skills.
• Professional, calm approach to customer concerns and de‑escalation.
• Clear problem‑solving and sound judgment.
• High attention to detail and documentation accuracy.
• Ability to explain information clearly and simply.
• Comfortable multitasking across systems.
• Reliable and consistent for scheduled coverage.
• Customer‑focused mindset with strong follow‑through.
• Comfort with performance metrics.
• Experience working with internal and external partners.

Minimum starting pay for this position is $22 per hour, however may be higher depending on experience and education.

Internal candidates should have 6 months in their current position, acceptable job performance, and must notify their current supervisor that they have applied for the position.

Benefits

WCF Insurance offers an extensive compensation package. Benefits include Medical, Dental, and Vision insurance, company paid life insurance, 401K with a generous employer match and additional benefits such as an Employee Assistance Program and time off to volunteer.

OUR PEOPLE

WCF strives to provide an excellent work experience and cultivate an inclusive environment where anyone who embodies our values will thrive

WCF INSURANCE IS AN EQUAL OPPORTUNITY EMPLOYER

WCF Insurance provides equal employment opportunity to all qualified applicants and employees regardless of race, color, religion, sex, age, national origin, veteran status, disability that can be reasonably accommodated, or any other basis prohibited by federal, state, or local law.