Personal Lines Insurance Customer Service Representative

About the Role

The Customer Service Representative (CSR) plays a pivotal role in the continuing development and evolution of a best-in-class servicing department. Reporting to the Customer Service Manager, a CSR is someone who loves talking to and helping people, a creative thinking who is able to assist and service a variety of insurance products, and someone who looks to proactively solve any issues. The CSR will provide information on a variety of complex customer service issues regarding different PC products to help grow agency retention and build customer loyalty.

In this role, expect to:

• Assist all existing and potential agency clients across a wide variety of servicing needs via phone, email, and SMS in a prompt and friendly manner.
• Correctly interpret and analyze insurance policies, cancellations, reinstatements, endorsements, reports, and other insurance-related documents to make data driven decisions.
• Utilize carrier quoting systems in order to bind insurance policies for existing customers who are seeking additional lines of coverage or seeking renewal comparisons.
• Collaborate across teams to deliver the best resolution and the highest levels of customer satisfaction.
• Navigate dozens of insurers' products and agent portals – including Progressive, Geico, National General, Bristol West and other insurers – to efficiently and effectively service clients.
• Utilize complicated, evolving software, such as our CRM and in-house comp rater

To Succeed in this role, you have:

• Industry Experience: you havetwo to three years of PC or Personal Lines Insurance experience
• Licensing: actively hold a Property and Casualty or Personal Lines license in at least 15 states
• Amazing communication skills: you have outstanding written and verbal communication, strong interpersonal skills, and the ability to maintain appropriate levels of confidentiality
• Proactive and Self-Sufficient: a proven history of personal initiative, efficiency, attention to detail, multi-tasking, and performing quality work within deadlines with or without supervision
• Hyper-comfort with ambiguity: we are a Series A start-up that rolls out process and system updates frequently; you thrive on quickly adapting and apply changes to turbo-charge your sales goals
• Natural Problem Solver: you see issues as opportunities and can look at complex problems and propose creative solutions.
• Superior computer fluency: you can learn new systems quickly and navigate multiple Carrier portals simultaneously

Variable compensation based on performance

• Base salary starting at $47.5k - automatic increase to $50k after 3 months!
• Uncapped bonuses for rewriting and cross-selling insurance products for existing customers.
• Earn 4%commission of total written premiums, uncapped!
• $400 bonus based on Metric attainment
• Bonuses available for putting in extra hours
• Regular contests and incentive programs to earn more

Nice to have, but not essential

• Active licenses in 40+ states
• Bilingual in English Spanish
• Experience quoting and binding policies

Our team operates 7 days a week, from 9 AM to 9 PM ET on weekdays and 9 AM to 6 PM on weekends. To best serve our customers, this team member will work Tuesday-Saturday with at least one closing shift per week (12 PM - 9 PM). Our team members enjoy two days off to rest and recharge.

We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Note: all employees must complete a background check prior to starting employment with Trellis or its subsidiaries.