Customer Service Representative (Middlefield)

Customer Service Representative (CSR)Location: Onsite 5 days in Middlefield, CTCompensation: $70K-$75K baseFast-paced Property & Casualty Insurance Agency in Middlefield, CT is seeking a full-time, experienced and licensed Customer Service Representative (CSR) to support daily client servicing operations.This role is ideal for a seasoned insurance professional who can operate independently, manage client relationships, and contribute to a high-performing, team-oriented environment.Role Overview:This CSR (second on the team) is a producing service position handing day-to-day service work, quoting, remarketing, and supporting both the office manager and primary CSR.This is not an entry-level role. You're expected to reduce the workload off the front seat CSR and office manager, handle inbound service and sales opportunities, maintain client retention and account accuracy. You should execute these duties with minimal guidance.Core ResponsibilitiesClient Service (primary function)Handle inbound service requests 30-50% of daily activityAnswer all billing and coverage questions. Taking payments if needed.Process policy changes and endorsements accurately and quicklyIssue certificates of insurance, ID cards and insurance bindersMaintain and follow through with clients on the Cancels and Losses ListMaintain detailed, clean documentation in the CRMAccount & Sales SupportAssist Office Manager and Customer Service Representative #1 with quoting support as needed. This support will be for new business and renewal activityWork across multiple carriers to maximize optionsTrack quotes and follow through to bind or close out (documenting the reason lost)Administrative & Office DutiesAnswer phones professionally and promptlyRoute calls appropriately when neededProcess incoming mail/email requestsAssist with:- Document processing- Policy checking- Carrier follow-upsTeam SupportSupport primary OM and CSRAssist with overflow workStep in when others are unavailableRequirements:Experience and LicensingActive Property & Casualty license (Connecticut)2-3 years of insurance agency experienceStrong knowledge of P&C businessStrong working knowledge in agency management systems / CRM (Agent CRM or GHL), MS Excel, Outlook & Word and willing to learn new systemsAbility to handle multiple carriers and quoting platformsCore CompetenciesHigh standards and Calm under pressure - able to present a pleasant calming attitude when speaking with client and office staff. Able to put them at ease if they are upset and to stay focused on the result.Able to keep up with fast-paced office environment.Attention to detailTime management – Efficiently organizing your time, being able to multi-task and prioritize daily tasks.Ability to manage multiple accounts and deadlinesOwnership – taking responsibility for actionsTeamwork and communication – effective collaboration and communication with colleagues. Beproactive in helping others when your workload allows.