Overview The Customer Care Representative plays an essential role in delivering an exceptional customer experience while supporting the retention and growth of our agency. This position is responsible for assisting existing customers with their insurance needs, resolving service issues, maintaining accurate policy information, and proactively identifying opportunities to strengthen customer relationships. Our goal is not simply to process transactions but to build lasting relationships, provide solutions, and ensure our customers feel valued, protected, and confident in their insurance decisions. Duties Customer Service & Relationship Management Policy Servicing & Account Management Claims Assistance & Problem Resolution Customer Retention & Proactive Outreach Account Development & Growth Opportunities Team Collaboration & Accountability Requirements Deliver friendly, professional, and efficient customer service Assist customers by phone, text, email, and in-person Build meaningful relationships with existing customers Proactively identify and resolve customer concerns Verify and update customer contact information during interactions Follow through on customer requests and commitments Maintain a positive, solution-oriented attitude Process policy changes, including vehicle additions, replacements, and removals Assist with coverage updates and policy adjustments Handle cancellation requests according to agency procedures, including verification with the first named insured Assist customers with billing questions, payment issues, and policy reinstatements Review accounts for accuracy and identify potential coverage gaps Maintain complete and accurate documentation of customer interactions Ensure all transactions are completed accurately and promptly Assist customers throughout the claims process Respond promptly to claims-related questions and concerns Follow up on outstanding claims issues Coordinate with the Customer Care Team Lead on complex situations Demonstrate empathy, professionalism, and ownership when helping customers through difficult situations Identify customers who may be at risk of leaving the agency Address concerns regarding pricing, coverage, billing, and service Proactively contact customers regarding account needs and outstanding issues Support renewal and retention initiatives Identify win-back opportunities and establish appropriate follow-up activities Work to strengthen long-term customer loyalty Identify opportunities to better protect customers through additional insurance products Initiate conversations about Auto, Home, Life, and other applicable insurance needs Recognize life events that may create new insurance or financial services needs Create qualified opportunities and appointments for Acquisition Representatives or Agent Promote customer referrals, Google reviews, and social media engagement when appropriate Support agency growth through meaningful customer conversations Work closely with the Customer Care Team Lead and other agency team members Maintain organized daily tasks and follow-up activities Complete assigned responsibilities within established timelines Participate in agency meetings, training, and coaching sessions Meet established individual and team performance expectations Take ownership of assigned customer issues through resolution Performance Expectations Performance will be evaluated using a combination of service quality, productivity, retention, and business development activities.

Key performance indicators may include:

Customer service responsiveness and issue resolution Accuracy and timeliness of policy transactions Completion of assigned daily tasks and follow-ups Customer retention and relationship-building efforts Identification of additional insurance opportunities Qualified referrals and appointments generated Achievement of individual and team activity goals Customer satisfaction and overall contribution to agency success Qualifications & Skills Strong communication and interpersonal skills Excellent organizational and time-management abilities Ability to multitask in a fast-paced environment Strong problem-solving skills and attention to detail Comfortable discussing insurance products and identifying customer needs Ability to handle challenging conversations professionally Positive attitude and willingness to work as part of a team Proficiency with computers and customer management systems Appropriate insurance licensing, or ability to obtain required licensing What Success Looks Like A successful

Customer Care Representative:

Takes ownership rather than simply passing problems along Builds trust through consistent, dependable service Anticipates customer needs instead of waiting for customers to ask Understands that every customer interaction is an opportunity to strengthen a relationship Balances excellent service with the responsibility to identify additional protection needs Contributes to a positive, productive, and accountable team environment Our Expectations At Derek Winkel Insurance Agency, Inc., we believe exceptional service and business growth go hand in hand. We expect our Customer Care Representatives to be proactive, accountable, relationship-focused, and committed to helping customers protect what matters most.

Pay:

$25.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) matching Dental insurance Health insurance On-the-job training Paid time off Vision insurance Application Question(s): Do you hold an active property, casualty, life and health license in the state of IA, NE or SD? (If not, starting pay will be significantly less until you complete 120 days of state licensing requirements and company specific training.) Is there anything in your past that would prevent you from obtaining an insurance license? (This job requires an extensive background check prior to employment as well.)

Work Location:

In person