POSITION SUMMARY

The Customer Service Agent - Sales & Service is responsible for both servicing a designated group of customers and developing new personal lines business. This role combines the core service responsibilities of a CSR with the sales and relationship-building functions of a Producer. The CSA actively supports clients, identifies opportunities to cross-sell and upsell, nurtures long-term relationships, and promotes the agency's values and offerings. The primary line of business is Personal Lines Property and Casualty.

PRIMARY RESPONSIBILITIES AND DUTIES

Answer client inquiries, process policy changes, handle billing questions, and respond to service emails and calls. Review client accounts during every interaction to update information, identify gaps in coverage, and provide recommendations. Assist with renewals including reviewing and re-underwriting policies, obtaining quotes, preparing renewal documentation, and updating agency management systems (IMS). Maintain detailed documentation of all communications and coverage modifications to mitigate E&O risk. Identify opportunities to cross-sell or upsell additional lines of coverage (e.g., auto, home, umbrella, life, recreational vehicles). Conduct client fact-finding, identify exposure gaps, and develop tailored insurance proposals. Generate and follow up on new business leads; prepare submissions and quotes; negotiate with carriers for best terms. Bind coverage within agency authority and coordinate implementation with internal staff and external carriers. Build and nurture strong relationships with both new and existing clients through proactive communication and service. Educate clients on policy features, product differences, and market trends. Serve as a trusted advisor, guiding clients through policy decisions, renewals, and claims processes. Maintain strong working knowledge of available carriers, products, underwriting guidelines, and pricing. Monitor market trends and collaborate with underwriters to place risk effectively. Explore non-admitted market options if necessary and recommend best-fit solutions for clients.

SECONDARY RESPONSIBILITIES AND DUTIES

Collaborate with agency staff to share client and market feedback for continuous improvement. Assist with agency systems including e-signature platforms and ensure timely document collection. Regularly check and respond to email and voicemail throughout the day. Attend insurance industry seminars and trainings as needed. Other duties, as assigned.

KNOWLEDGE, SKILLS & ABILITIES

Excellent verbal and written communication skills. Strong interpersonal and negotiation abilities. High attention to detail and accuracy in documentation and data entry. Strong analytical, problem-solving, and time management skills. Able to work independently with minimal supervision and prioritize tasks effectively. Thorough knowledge of Property & Casualty insurance forms, coverages, and underwriting practices. Proficient in Microsoft Office Suite and agency management systems (IMS).

QUALIFICATIONS

Education:

Minimum of a high school diploma or equivalent combination of education and experience.

Experience:

Prior insurance experience strongly preferred.

Licensure:

Must possess or be able to obtain a valid Pennsylvania Property & Casualty insurance license.

Continuing Education:

As required by applicable statutes and regulations.

Physical Requirements:

Prolonged periods of sitting at a desk and working on a computer Must be able to lift up to 15 pounds at times.

COMPENSATION

: $45,000 - $50,000 starting salary range.

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance

Experience:

Insurance:

2 years (Preferred)

License/Certification:

Property and Casualty License (Preferred)

Work Location:

In person