We are seeking a dedicated and detail-oriented Customer Service Representative to join our team, focusing on Personal Lines Insurance. This role is crucial in ensuring exceptional service to our existing clients by handling policy inquiries, processing payments, assisting with renewals, and conducting policy reviews to identify better coverage options. The ideal candidate will have strong communication skills, a proactive approach to client retention, and a customer-first attitude.

Salary Range:

Benefits

Hourly Base Salary Based on Experience

Paid Time Off (PTO)

Mon-Fri Schedule

Hands on Training

Career Growth Opportunities

Evenings Off

• Experience: Previous experience in an insurance agency or customer service role preferred.
• Licensing: Must have or be willing to obtain a General Lines Property & Casualty License.
• Skills: Strong communication, problem-solving, and organizational abilities.
• Tech-Savvy: Comfortable using insurance agency software, CRM tools, and payment processing systems.
• Customer-Focused: Ability to build rapport, retain clients, and offer exceptional service.
• Detail-Oriented: Strong attention to accuracy when processing payments and policy changes.

Client Support & Communication:

• Answer inbound calls, emails, and inquiries regarding personal insurance policies (Auto, Home, Renters, etc.).
• Proactively call clients to discuss upcoming renewals, ensuring continued coverage and identifying potential policy adjustments.
• Assist clients with billing inquiries, process payments, and set up payment arrangements as needed.
• Handle policy endorsements, address changes, and documentation requests efficiently.

Policy Management & Reviews:

• Offer policy reviews to assess coverage adequacy, recommend additional protection, and identify cost-saving opportunities.
• Educate clients on policy benefits, coverage limits, and potential discounts.
• Work closely with the sales team to cross-sell and up-sell additional insurance products to existing customers.

Retention & Customer Service Excellence:

• Monitor and follow up on renewals, assisting clients with any coverage changes or concerns.
• Resolve customer issues and escalate complex concerns to management when necessary.
• Ensure compliance with company policies and industry regulations while maintaining high service standards.

Since 2013 the Carlos Cruz Insurance Agency has been dedicated to protecting and servicing our clients all over Texas with affordable and quality insurance from Farmers Insurance. Our agency located in Northeast San Antonio; TX is seeking an outgoing, career-oriented professional to join the team. As a Farmers Insurance team member for Carlos Cruz Agency, you will build and develop customer relationships within the community to promote our products including auto, home, business and life insurance.