Licensed Customer Service Rep - Waukesha

Location & Schedule

Waukesha, WI • Monday - Friday 8:30 am - 5:30 pm

Position Summary

The Auto Club Group is seeking a customer-focused Field Insurance Service Representative to support members with insurance policies, payments, renewals, and product inquiries. This role combines service, problem-solving, and sales support to help members protect what matters most while promoting ACG's insurance, membership, and financial products.

Key Responsibilities

• Customer Service & Member Support: Respond to customer insurance inquiries, explain product features and ACG service advantages, support sales processing, and resolve member/customer complaints with management support as needed. Participate in team service efforts and help deliver consistent, customer-focused support.
• Insurance Policy Servicing & Processing: Service insurance policies and process applications, renewals, policy changes, endorsements, status or coverage changes, amendments, transfers, billing questions, and new business applications in accordance with state rules and corporate policies. Respond to insurance availability, eligibility, and coverage questions; prepare proposals; update electronic member information; maintain filing systems; and provide general agency support.
• Sales, Quotes & Referrals: Provide insurance product quotes, apply underwriting and business rules and eligible discounts, complete sales, identify cross-sell opportunities, and promote insurance, membership, financial products, credit cards, Travel, and Life referrals. Refer customers to agents when appropriate.
• Payments, Renewals & Retention: Process insurance and membership payments, including initial, installment, lapse, and reinstatement payments; conduct retention calls; and contact members/insureds regarding delinquent memberships, late premiums, reinstatements, and cancellations. Support outbound promotional and retention calling while promoting ACG products and services following established guidelines.
• Community & Office Support: Assist with office events that generate insurance revenue, increase member product awareness, and support local community activities.

Required Qualifications

• High School Diploma or equivalent
• Current Property & Casualty Insurance license
• Ability to qualify for, obtain, and maintain all required state licenses and appointments to sell and/or service Auto Club Group Membership products
• Successful completion of Customer Service, Insurance, and Membership training within 6 months of hire

Work Experience

• Customer Service & Communication: Provide a high level of customer-focused service. Respond to billing and coverage questions. Present complex information in a clear and concise manner.
• Insurance Servicing & Transactions: Service insurance policies and process applications, renewals, and amendments. Process monetary transactions, including taking payments.
• Sales Support: Promote the sale of insurance products and services using established guidelines.

Knowledge and Skills

• Insurance Knowledge & Sales: Analyze member/potential customer insurance needs and determine appropriate levels of coverage. Prepare appropriate rate quotations. Organize, plan, and promote the sale of ACG insurance and membership products and services. Understand insurance terminology, general insurance regulations, underwriting procedures, and sales regulatory and compliance guidelines.
• Systems, Records & Administration: Use insurance and/or membership systems, such as PPS, POS, IMS, and IPM. Maintain accurate records. Proficiently use Microsoft Office products.
• Communication, Math & Customer Service: Read, comprehend, and communicate clearly and concisely with coworkers and the public, including explaining instructions, rules, and procedures. Perform mathematical calculations to accurately complete monetary transactions. Exceed member expectations through professionalism, efficient and effective service, and proper maintenance of the workstation and office facility.
• Work Style & Training: Work effectively in a team environment and independently with minimal supervision. Perform outbound service calls. Work under pressure in a high-volume, fast-paced customer service environment. Successfully complete appropriate training related to all Auto Club Group products and services.

Work Environment

Work in a temperature-controlled office environment. Willingness and ability to work irregular hours to include weekends, holidays, and community events.

Compensation

Starting pay ranges from $23.00 to $25.50 per hour, based on experience.

Benefits

• Health & Wellness: Medical plans with multiple coverage options, including HSA eligibility; prescription drug coverage; dental and vision benefits; Employee Assistance Program (confidential support services).
• Financial Protection & Insurance: Company-paid basic life insurance; optional supplemental life insurance and dependent coverage; short-term and long-term disability coverage; critical illness, accident, and pet insurance options.
• Retirement & Savings: 401(k) plan with 3% automatic deferral upon eligibility (may contribute 1% to 50% of eligible earnings, pre or post tax). Company match of 50% paid on employee contributions up to 6% of pay, payable following year-end; immediate vesting. Additional company contribution of 4% of pay each pay day; 100% vested after three years of service. Health Savings Account (HSA) and Flexible Spending Accounts (FSA) options.
• Time Off & Leave: Paid Time Off (PTO): accrual-based, increases with tenure, eligible at 90 days of employment. Full-time new employees receive up to 12 PTO days annually; part-time accrues at minimum 3 hours per month. Paid Holidays: Full-time: 10 company-paid holidays, 1 mental health day, 2 floating holidays, 1 volunteer day. Part-time: 8 company-paid holidays, 1 mental health day, 2 floating holidays. Paid leave programs including parental, bereavement, jury duty, and military leave.
• Career Growth & Education: Tuition assistance (up to $5,250 annually; 80% covered by ACG); professional certification support with 100% reimbursement for eligible programs; opportunities for career development and advancement.
• Additional Perks: Complimentary AAA membership with roadside assistance and travel discounts; adoption assistance program.