Customer Service Rep 1

About the role

The Customer Service Representative 1 responds to agents’ written and telephone inquiries regarding state insurance licenses and assists with questions regarding pre‑licensing certificates, insurance license and contract status. This is an onsite position located in Brentwood, TN. The CSR identifies concerns, asks appropriate questions, responds in a concise and courteous manner, and documents all research findings thoroughly. Performs corrections identified during the call and forwards corrections to the appropriate party for further processing or approval when necessary. Provides complete and accurate information using the department manual and training sessions as sources, recognizes priority situations, and understands when and how to notify appropriate parties. Also assists external licensing departments with specific projects or tasks when needed to support salesforce goals.

Responsibilities

• Respond to agents’ written and telephone inquiries regarding state insurance licenses
• Assist with questions regarding pre‑licensing certificates, insurance license and contract status
• Identify concerns, ask appropriate questions, and respond in a concise and courteous manner
• Document all research findings thoroughly
• Perform corrections identified during the call
• Forward corrections to the appropriate party for further processing or approval when necessary
• Provide complete and accurate information using the department manual and training sessions
• Recognize priority situations and understand when and how to notify appropriate parties
• Assist external licensing departments with specific projects or tasks to support salesforce goals

Requirements

• Minimum 1 year call center experience required
• Minimum High School Diploma or GED required
• Previous insurance or financial services experience is a plus
• Bilingual (English/Spanish) preferred
• Excellent PC skills
• Intermediate skills in Microsoft Word
• Excellent verbal and written communication skills
• Ability to communicate professionally with irate customers
• Detail oriented

Schedule

Monday–Friday, 8:00 am–4:30 pm CST (onsite in Brentwood, TN)

Pay

Estimated salary: $38,000 per year

Benefits

• Day‑one health, dental, and vision insurance
• 401(k) Plan with competitive employer match
• Vacation, sick, holiday, and volunteer time off
• Life and disability insurance
• Flexible Spending Account & Health Savings Account
• Professional development
• Tuition reimbursement
• Company‑sponsored social and philanthropy events

FLSA status

Non‑exempt (eligible for overtime pay)