Insurance customer service representative

Company Description JM Insurance Agency Partners Inc. is an independent insurance agency dedicated to providing thoughtful coverage solutions and personalized service to individuals and businesses. The agency focuses on building long-term relationships with clients by offering reliable advice, responsive support, and a broad range of insurance products. Team members work collaboratively to deliver a consistent, high-quality customer experience and support clients through policy changes and claims. The company values professionalism, integrity, and continuous learning, creating an environment where employees can grow their skills and careers.

Role Description The Insurance Customer Service Representative is a full-time hybrid role based in Neenah, WI, with flexibility for part-time work from home. This role handles daily customer inquiries about policies, billing, coverage options, and changes via phone, email, and other channels. Responsibilities include processing policy updates, endorsements, renewals, and cancellations, as well as generating quotes and assisting with applications under the guidance of licensed agents. The representative will document all client interactions, maintain accurate records in agency systems, and follow up on outstanding items to ensure timely resolution. The role also involves coordinating with carriers, supporting claims intake, and providing proactive communication to enhance client satisfaction.

Qualifications

• Customer service and communication skills, including active listening, clear written and verbal communication, and a professional demeanor with clients and colleagues.
• Organizational and administrative skills, such as attention to detail, time management, accurate data entry, and the ability to manage multiple tasks in a fast-paced environment.
• Technical proficiency with office software and agency management systems, including comfort with email, CRM tools, and basic troubleshooting of common computer issues.
• Problem-solving and critical thinking abilities to interpret policy information, resolve customer concerns, and escalate complex issues appropriately.
• Collaborative mindset and reliability, with the ability to work both independently and as part of a team in a hybrid office/remote setting.
• Prior experience in insurance, financial services, or a customer-facing office environment is preferred; property and casualty insurance knowledge is a plus.
• High school diploma or equivalent required; additional education, insurance coursework, or relevant certifications are beneficial.
• Eligibility to obtain and maintain appropriate state insurance licenses, if not already licensed.