Position Summary
The Customer Service Representative I (CSR I) is an entry-level, non-licensed position responsible for providing administrative and customer support to agency clients and licensed insurance professionals. The CSR I serves as the first point of contact for customers, assisting with general inquiries, policy service requests, appointment scheduling, payment processing, and office administration while ensuring exceptional customer service.
This position does not sell, solicit, negotiate, or advise on insurance coverage and operates within all applicable state insurance regulations regarding non-licensed personnel.
Key Responsibilities
Customer Service
- Answer incoming telephone calls and greet walk-in customers professionally.
- Respond to general customer inquiries and direct clients to licensed agents when insurance advice or coverage discussions are required.
- Assist customers with payment processing and obtaining proof of insurance documents.
- Schedule appointments for licensed agents and producers.
- Follow up with customers regarding requested documentation and policy service needs.
- Maintain a positive customer experience through courteous and professional communication.
Administrative Support
- Perform data entry and maintain accurate customer records in the agency management system.
- Scan, upload, and organize client documents and correspondence.
- Prepare and process routine forms and administrative paperwork.
- Assist with filing, record retention, and document management.
- Monitor agency email inboxes and route inquiries appropriately.
- Support office operations and special projects as assigned.
Policy Service Support
- Process customer requests for policy documents, ID cards, and certificates as permitted by state regulations.
- Assist licensed agents with gathering information necessary for policy changes and renewals.
- Follow established agency procedures for handling endorsements, cancellations, reinstatements, and renewals.
- Obtain and verify required customer information and documentation.
- Track pending customer requests and ensure timely follow-up.
Compliance and Quality Assurance
- Maintain confidentiality of customer information.
- Follow agency procedures and insurance carrier guidelines.
- Comply with all state and federal regulations applicable to non-licensed insurance personnel.
- Escalate coverage questions, policy recommendations, and sales opportunities to licensed agents.
Qualifications
Required
- High school diploma or equivalent.
- Strong customer service and communication skills.
- Basic computer proficiency, including Microsoft Office and email applications.
- Excellent organizational and multitasking abilities.
- Ability to work in a fast-paced environment.
- Professional appearance and demeanor.
- Ability to learn agency management systems and insurance-related processes.
Preferred
- Previous customer service, administrative, call center, retail, banking, or insurance office experience.
- Bilingual (English/Spanish) preferred.
- Experience with CRM or agency management software.
Physical Requirements
- Ability to sit, stand, and use a computer for extended periods.
- Ability to communicate effectively by phone and in person.
- Ability to lift and carry office materials up to 20 pounds occasionally.
Performance Expectations
- Deliver outstanding customer service.
- Maintain accurate and timely documentation.
- Meet agency standards for professionalism, attendance, and productivity.
- Support agency growth through efficient customer service and administrative excellence.
- Successfully complete agency training and demonstrate knowledge of agency procedures.
Career Path
This position provides a foundation for advancement into:
- Customer Service Representative II
- Licensed Customer Service Representative (4-40 License)
- Insurance Agent (2-20 or 20-44 License)
- Agency Operations or Management Roles