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Entry-Level Customer Service Representative (CSR) -

Insurance Location:

Lakeland, Florida Job Type:

Full-Time Reports To:

Agency Owner/Manager Position Overview Are you looking to start a rewarding career in the insurance industry? Our independent insurance agency is seeking a driven and personable Customer Service Representative (CSR) to join our team. In this role, you will receive training, mentorship, and support to help grow into a successful insurance professional. You will play a dual role within our agency by providing exceptional service to existing clients while also actively quoting and supporting new business opportunities. This position is ideal for an individual who is detail-oriented, customer-focused, and comfortable balancing service tasks with sales support. Key Responsibilities Customer Service & Account Management Answer phone calls and handle incoming customer inquiries. Identify customer issues regarding their insurance policies and troubleshooting, understanding what each carrier will require to resolve and what information is needed. This will include resolving issues on their own or escalating to the appropriate department. Accurately record customer interactions and feedback, efficiently updating and managing records in management system (e.g. EzLynx). Offer detailed information about our products/insurance policy type services. Processing insurance payments and/or processing policy changes with all of our carriers and the requirements each of them have. Understanding how to and when to set follow-ups based on carrier requirements, statuses, and customer expectations.

• Learn insurance Terminology and the various insurance policy types. Identify the various policy documents and contracts needed for each carrier and policy type and understanding how to communicate with each carrier.
• Able to coordinate and collaborate between each team member and have a running knowledge of what each team member does and how they function.
• Keep up to date with product knowledge, company updates and industry trends to better assist customers. Reach out to prospects via phone, email and other platforms to generate interest.
• Identify additional cross-sell opportunities for existing client base and being able to engage with clients to obtain additional information needed.
• Learning to review quoting data, update it into management system (EZLynx) and obtain an accurate quote.
• Must obtain either a 4-40 Customer Representative or a 20-44 Agent License within training period will be required.

Provide prompt, professional service to existing policyholders via phone, email, and text Assist clients with billing questions, policy explanations, and coverage reviews Support claims by guiding clients through next steps and carrier contact information New Business Quoting & Sales Support Quote new personal lines business (auto, homeowners, renters, umbrella, etc.) Collect and verify underwriting information from prospects Present coverage options clearly and accurately to clients Follow up on quotes to support bind opportunities Assist producers with new business processing as needed Compliance & Documentation Ensure all activities comply with Florida insurance regulations and agency procedures Maintain accurate files, applications, and signed coverage change forms Protect client confidentiality and adhere to data security standards Required Qualifications High School diploma or equivalent; college coursework or degree a plus. Verbal and written communication skills. Ability to manage multiple tasks in a fast-paced environment High level of accuracy and attention to detail Professional phone etiquette and customer-first mindset Basic computer skills and comfort learning new systems (insurance software training provided). Must be able to obtain or have a Florida 4-40 Customer Representative License, 20-44 Property and Casualty Personal Lines Agent License, or 2-20 General Lines Agent License within 30 days of hire (agency will assist with licensing process). Preferred Skills Ability to handle both service and light sales responsibilities. Follow-up and time management skills What We Offer Competitive hourly pay and/or salary (based on experience) Licensing support and continuing education opportunities Performance bonuses or incentives (if applicable) Supportive team environment with growth potential Stable, well-established independent agency Employer conducts Screenings.