Customer Service Representative

Company Description Phillips & Associates Insurance Agency LLC is a locally focused insurance agency serving individuals, families, and businesses with personalized coverage solutions. The agency emphasizes clear communication, responsive service, and long-term client relationships. Team members collaborate to help clients understand their options and select policies that fit their needs and budgets. The work environment values professionalism, reliability, and integrity in every client interaction. Joining the agency offers the opportunity to contribute to a community-oriented business while developing insurance and customer service expertise.

Role Description This is a full-time, on-site Customer Service Representative role based in Canton, OH. The Customer Service Representative will handle inbound and outbound client communications, including answering questions about policies, coverage, billing, and claims, and documenting all interactions in agency systems. Daily tasks include processing policy changes, gathering client information, preparing quotes under the guidance of licensed agents, and ensuring accurate data entry. The role involves supporting clients through problem resolution, following up on open issues, and coordinating with agents and carriers to facilitate timely responses. The Customer Service Representative will also assist with appointment scheduling, maintaining organized records, and contributing to a positive, service-focused office environment.

Qualifications

• Strong customer-focused skills, including Customer Service and Customer Experience, with a commitment to professionalism and empathy in every interaction.
• Ability to deliver effective Customer Support and maintain high levels of Customer Satisfaction through clear communication and timely follow-up.
• Experience working as or with Customer Service Representatives in office, retail, or call center settings, or comparable client-facing roles.
• Excellent verbal and written communication skills, active listening, and the ability to explain information in a clear and accessible way.
• Solid organizational and time-management skills, with attention to detail in documentation and data entry.
• Comfort using computers, agency management systems, email, and phone systems; willingness to learn new tools and processes.
• Ability to work on-site in Canton, OH, collaborate with a team, and maintain confidentiality with client information.
• High school diploma or equivalent required; prior experience in insurance, financial services, or customer service is preferred but not mandatory.