Customer Service Representative (Level 1)

About the role

The Customer Service Representative handles day-to-day client service — policy changes, payments, ID cards and certificates — accurately and promptly within our agency management system. It is a people-first role built on a foundation of strong systems and process work, with a clear path to licensing and higher pay.

Responsibilities

• Serve as the first point of contact for clients by phone and email with professionalism and responsiveness.
• Aid clients with policy changes, supporting renewals, endorsements, payments, ID cards, certificates, and general policy servicing.
• Respond to client inquiries with accuracy, empathy, and efficiency.
• Build positive relationships through exceptional customer service.
• Work primarily within our agency management system (CRM) and insurance carrier portals throughout the day.
• Accurately document all client interactions and policy activity.
• Maintain organized electronic records and follow established agency workflows.
• Ensure all servicing tasks are completed accurately and on time.
• Cook up with producers and service team members across both office locations.
• Follow established procedures and internal service standards.
• Contribute to a collaborative, process-driven team environment.

Compensation & Career Growth

• Starting Pay: $20.00 per hour
• Upon obtaining an active California Property & Casualty License: $22.00 per hour (plus commission eligibility)
• Upon obtaining both California Property & Casualty and Life & Health Licenses: $24.00 per hour
• The agency reimburses licensing exam costs upon successful completion.
• This role offers a clear pathway for career advancement through licensing, increased responsibility, and continued professional growth.

Requirements

• High school diploma or GED
• Ability to obtain a California Property & Casualty Insurance License within 90 days of employment
• Willingness to complete a background check
• Availability Monday through Friday, 7:00 AM–4:00 PM Pacific Time
• Strong attention to detail and organizational skills
• Dependable with excellent follow-through
• Professional communication skills
• Genuine customer-first mindset
• Coachable attitude and willingness to learn

Preferred Qualifications

• Active California Property & Casualty License
• Experience in personal lines insurance or financial services
• 1–5 years of insurance, or administrative experience
• Experience using agency management systems such as NowCerts, Applied, EZLynx, HawkSoft, or similar CRM platforms
• Bilingual (English/Spanish)