Customer Service Advocate

Job Opportunity: Customer Service Representative

We are seeking a highly skilled and organized professional to join our team as a Customer Service Representative. The ideal candidate will have experience in the insurance industry, excellent communication skills, and the ability to work independently.

• Key Responsibilities:
• • Serve as the first point of contact for clients by answering inbound calls on the agency's main line;
  • Handle approximately 17–20 phone calls per day, ranging from quick inquiries to more in-depth conversations;
  • Monitor and manage the shared service inbox, which is color-coded and collaboratively used by multiple team members;
  • Triage, flag, and forward incoming emails appropriately;
  • Draft and send welcome emails to new clients;
  • Retrieve and forward necessary documents from insurance carriers to internal service staff;
  • Respond to client requests for Certificates of Insurance (COIs), additional insured endorsements, and proofs of insurance, ensuring accuracy and compliance;
• • Process a wide range of policy changes, including updates to addresses, names, business entities, or ownership structures;
  • Submit, track, and follow up on endorsements and miscellaneous changes, working closely with carriers and internal stakeholders;
  • Request and issue required auto filings as needed for commercial clients;
  • Manage Commercial Auto Policies: update vehicle schedules accurately in Veruna;
• • Accept and process direct bill payments with the highest level of discretion, compliance, and data security;
  • Maintain accurate logs of all financial transactions in the CRM and related systems;
  • Generate and send invoices via email and DocuSign one to two times per week;
  • Manage and process renewal invoices, confirmations, and direct bill (DB) cancellations;
  • Maintain organized logs for login credentials, endorsements, renewals, and cancellations;
• • Track and monitor upcoming renewals, particularly for direct bill or automatic policy renewals;
  • Record and update renewal details—including effective dates and premiums—into the CRM system;
  • Upload and organize renewal documents (e.g., declarations pages, binders, ID cards) into both Veruna and Google Drive;
  • Communicate renewal statuses to clients and support retention efforts through proactive follow-ups;
  • Update certificate templates, contractor license boards (e.g., for Workers' Comp policies), and internal spreadsheets to reflect current policy information;
  • Coordinate with carriers such as Guard, Progressive, and Mercury to obtain renewal documents and ensure completeness of files;
• • Collect and consolidate data from multiple insurance policies for processing and documentation;
  • Upload endorsements and supporting documents into Veruna and Google Drive with precision and consistency;
  • Regularly clean up and organize folders by archiving outdated certificates and ensuring file structures are up to date;
  • Assist in the creation, maintenance, and refinement of internal Standard Operating Procedures (SOPs) related to service and policy workflows;

This team operates on the principles of synergy, collaboration, and shared pride in their work. They thrive in an environment that values open communication, dependability, and high standards.

Our team culture fosters personal growth and development, with opportunities to grow professionally, make a meaningful impact, and sharpen your skills daily. Join us to be part of a dynamic team that prioritizes continuous learning, innovation, and improvement.

Benefits of this role include:

• A career path with opportunities for advancement;
• Competitive compensation and benefits package;
• A collaborative and supportive work environment;
• Ongoing training and professional development;
• Flexible remote work options;

Apply now to take the first step towards a rewarding career as a Customer Service Representative