Customer Service Agent
About the role
CCIS is headquartered in Sacramento, California. This position follows standard business hours from 8:00 AM to 5:00 PM PST, Monday through Friday with flexibility of an earlier or later start time is needed. This role requires onsite attendance in our Sacramento office Monday-Friday for a probationary/training period and then turns into hybrid with one day work from home.
Responsibilities
- First call resolution – Greet and triage inbound customer calls or promptly return customer voicemail inquiries. Address their needs, troubleshoot issues, and provide clear guidance to support a successful customer experience
- Customer account support – Offer accurate policy and license information, process non-premium policy changes such as name, address, and contact updates, handle cancellations and reinstatement requests, and maintain detailed records and source documents in our agency management system
- Guide customers through the claim process – Assist customers during claim intake. Offer insight on timelines and identify key contacts they can expect to work with throughout the review
- Prepare and distribute certificates of insurance – Ensure accuracy and completeness when delivering verification of coverage to customers and third parties
- Partner with agents and customers – Ask thoughtful, probing questions to gather essential information, support smooth team communication, and ensure efficient call transfers when needed
- Aid with policy maintenance and data accuracy – Support routine updates to customer and policy records, ensure clean data entry into the agency management system, and help identify and correct inconsistencies or outdated information to maintain high-quality records across all service workflows
Requirements
- High School Diploma or general education degree (GED)
- 1 year in a clerical customer service-related role
- 1 year utilizing Microsoft Office and/or digital CRM software
- Strong written and verbal communication skills
- A customer service oriented approach to your work
- Kindness, integrity and respect for all people
- A genuine care and concern for detail & accuracy
- Ability to remain calm in a dynamic, fast-paced environment
- Willing to work onsite in our Sacramento office Monday-Friday
Qualifications
- High School Diploma or general education degree (GED)
- 1 year in a clerical customer service-related role
- 1 year utilizing Microsoft Office and/or digital CRM software
- Strong written and verbal communication skills
- A customer service oriented approach to your work
- Kindness, integrity and respect for all people
- A genuine care and concern for detail & accuracy
- Ability to remain calm in a dynamic, fast-paced environment
- Willing to work onsite in our Sacramento office Monday-Friday
Skills
- Excellent communication skills
- Strong problem-solving abilities
- Attention to detail
- Ability to multitask and prioritize tasks
- Knowledge of Microsoft Office and digital CRM software
Benefits
- Comprehensive benefits including medical, dental and vision insurance, 401(k) plan with match, paid time off, and other benefits
Pay
The starting hourly pay scale for this position is listed below. Actual starting pay will be based on factors such as skills, qualifications, training, and experience. In addition, the company offers comprehensive benefits including medical, dental and vision insurance, 401(k) plan with match, paid time off, and other benefits.
Schedule
This role requires onsite attendance in our Sacramento office Monday-Friday for a probationary/training period and then turns into hybrid with one day work from home.