Insurance Customer Service Representative

Customer Service Representative – Commercial & Personal Lines

Harrison Gray Search has partnered with a premier independent insurance agency to find a skilled Customer Service Representative (CSR) to join their team. This administrative processing and support role is based out of their centralized office. The position is structured as a hybrid in-office role; All remote candidates must reside within driving distance of an office location. In this role, you will join a centralized Commercial Lines CSR team that supports Account Managers across the department. Unlike traditional Account Managers, CSRs do not maintain an assigned book of business. Instead, you will provide critical, shared administrative and processing support to ensure seamless daily operations.

Job Details

• Job Type: Full-Time
• Schedule: Monday – Friday (Enjoy your evenings off!)
• Work Location: Eau Claire, WI (Hybrid in-office; hybrid/remote options considered if outside a reasonable commuting distance, but must be within driving distance of an office)
• Category: Customer Service & Administrative Support

Core CSR Focus Areas

• Processing endorsements, cancellations, and policy changes.
• Submitting claims and conducting diligent claim follow-ups.
• Issuing certificates of insurance.
• Processing notary bonds and similar administrative requests.
• Managing general service requests and documentation within the agency management system.

Key Responsibilities

Production Support & Administration

• Applications & Proposals: Complete insurance applications in coordination with Agents, Account Executives, or Account Managers, and submit them to eligible carriers. Prepare proposals and renewal summaries.
• System Maintenance: Keep the agency management system meticulously updated with accurate, real-time data.
• Processing: Administer the processing and suspense of new business, renewals, cancellations, change requests, and endorsements.
• Documentation: Prepare certificates, binders, surety bonds, and general correspondence. Complete MVR requests and trucking certificates on a scheduled rotation.
• Office Operations: Support front-office operations by answering incoming calls, greeting visitors, and serving as a backup to the receptionist when needed. Handle basic office functions (filing, scanning, copying, and faxing).
• Workflow Efficiency: Organize tasks and resources to meet strict deadlines, using discretion, sound judgment, and initiative guided by established procedures.

Customer Service Excellence

• Client Satisfaction: Deliver exceptional service that consistently exceeds expectations, promoting a friendly, helpful environment for both internal team members and external clients.
• Issue Resolution: Answer customer questions and resolve complaints in a prompt, efficient, and professional manner.
• Collaboration: Maintain a highly collaborative and respectful attitude with all employees, clients, and vendors to support a positive, team-oriented culture.

Requirements & Qualifications

• Experience: 3+ years of experience handling both commercial and personal insurance lines.
• Communication: Exceptional verbal and written communication skills with a professional demeanor.
• Operational Excellence: Strong analytical thinking, organizational skills, and a high degree of accuracy with an eye for detail.
• Technical Savvy: Proficient in computer skills to seamlessly document and access information within digital agency systems.
• Autonomy: Proven ability to manage multiple competing priorities efficiently and independently while following established workflows.

License and Certification Requirements

• Insurance License: Current Wisconsin Property & Casualty Resident Intermediary license (or the immediate ability to obtain one).
• Driver's License: A valid Wisconsin driver’s license with an acceptable driving history.

Benefits & Perks

• Health & Wellness: Comprehensive Health, Dental, and Vision insurance plans.
• Financial Security: Retirement plan, Life insurance, and Disability insurance.
• Family & Balance: Paid Time Off (PTO), Parental Leave, and a predictable weekday schedule.
• Professional Growth: Hands-on training and clear pathways for career advancement.

About the Organization

Our client is one of the largest and most respected independent insurance agencies in Wisconsin, offering premier personal, commercial, and employee benefits solutions. Built on a foundational philosophy of hard work, deep loyalty, and aggressive client representation, their team spans 19 locations across the state, bringing together top-tier sales and service talent.