Level 1 Service Representative

Level 1 Service Representative Archer Insurance Agency Westlake Village, CA Job Details Full-time $80,000 - $200,000 a year 1 day ago Benefits Paid holidays 401(k) Paid time off Qualifications Phone communication Property casualty insurance CRM system proficiency Full Job Description Level 1 Service Representative Westlake Village, CA | Full-Time | In-Office | $20.00 Per Hour | Monday-Friday Schedule | Benefits Package | Career Development Opportunity About Archer Insurance Agency Archer Insurance Agency is an established independent brokerage with offices in Westlake Village, CA and Farragut, TN. We carry roughly $15M in total premium across a hybrid book — independent brokerage with multi-carrier access, plus a captive relationship — serving personal lines and commercial clients across both markets. We are owner-operated and growing. This role is the frontline of our client experience: the first voice clients hear when they call, and the person who keeps day-to-day service moving smoothly across both offices.

The Role Title:

Level 1

Service Representative Reports To:

Ryan Archer, Owner Location:

650 Hampshire Rd, Suite 150,

Westlake Village, CA Schedule:

Monday-Friday, 7:00 AM - 4:00

PM Employment Type:

Full-Time W-2

Classification:

Non-Exempt (Hourly) Compensation & Benefits Hourly rate: $20.00 per hour

Classification:

Non-exempt — eligible for overtime This is a service role — no production quota and no sales commission

Benefits:

401(k) with 3% non-elective employer contribution after 1 year, 2 weeks PTO, 10 paid holidays, Monday-Friday schedule What You'll Work With An established book of business across two offices, with experienced CSRs and producers to escalate to Momentum (NowCerts) CRM as the single system of record Carrier portals and full back-office infrastructure already in place A clearly defined Level 1 service scope, with set handoff paths for anything beyond it Structured onboarding and training, including agency support to earn a CA P&C license You are never handling this alone — the role is built with clear escalation paths and an experienced team behind you. Core Responsibilities Answer inbound calls for both offices professionally and promptly — the welcoming first point of contact for every client Handle Level 1 service requests: payments, ID cards, basic policy changes and endorsements, certificates of insurance, and document requests Accurately log every call and activity in Momentum so nothing falls through the cracks Triage and route: resolve what you can at Level 1; escalate coverage questions and complex service to the right CSR or producer Flag cross-sell and new-business opportunities and route them to the appropriate producer (no selling or closing required) Keep client records current and follow up to confirm requests are completed Ideal Candidate Profile Must-haves Able to pass a background check Strong phone presence and a genuine, customer-first communication style Organized, reliable, and detail-oriented Comfortable learning and working in CRM and carrier systems Local to the Westlake Village area and able to work in-office, Monday-Friday, 7:00 AM-4:00 PM Willing to obtain a California Property & Casualty license (agency-supported) Strongly Preferred Qualifications Prior customer service, call-center, or front-desk experience Exposure to insurance, financial services, or another client-facing regulated industry Nice-to-Have Qualifications Active California Property & Casualty License Bilingual English/Spanish communication skills

Cultural Fit We Are Looking For Someone Who:

Genuinely enjoys helping people and solving problems Is dependable and punctual — a 7:00 AM start is part of the job Communicates proactively, especially when something goes wrong Can take direct feedback without becoming defensive Wants to grow — sees earning a license and advancing as an opportunity

We Are NOT Looking For Someone Who:

Needs constant supervision to stay on task Treats inbound calls as an interruption Has a pattern of attendance or reliability issues Wants remote or hybrid work — this is a fully in-office role Disqualifiers (Hard Stops) The following factors may disqualify candidates from consideration: Cannot pass a background check Unable or unwilling to work in-office in Westlake Village, 7:00 AM-4:00 PM Weak phone or customer-facing communication skills Unwilling to obtain a CA P&C license Pattern of missed commitments during the recruiting process Hiring Process Initial 30-minute screening call with Ryan Archer Personality and behavioral assessment In-person interview at the Westlake Village office Reference checks (minimum of two former managers) Background check Employment offer Apply Today If you're organized, dependable, customer-focused, and interested in building a long-term career within the insurance industry, we encourage you to apply. Join Archer Insurance Agency and become an important part of a team dedicated to delivering exceptional service and lasting client relationships.