Customer Service Representative

Job DescriptionWe're a fast-growing insurance brokerage serving thousands of customers nationwide. Our founding team brings exceptional experience from top-tier firms, including Coatue, Carlyle, Goldman Sachs, Tesla, Alloy, and Boston Consulting Group.We're expanding quickly and need dedicated insurance professionals who can handle our intense pace and high volume of customer interactions with the expertise to resolve complex insurance matters.Job OverviewWe're seeking a high-performing Customer Service Representative with insurance industry experience who thrives in an extremely fast-paced environment. This position will have you managing multiple communication channels (phone, email, text) throughout your shift, resolving customer inquiries, and converting them into actionable tickets.This is a dynamic, high-volume role where you'll be actively engaged with customers and problem-solving from 9 AM to 5 PM. You must gain energy from helping customers navigate complex insurance matters and maintain unwavering professionalism even when dealing with challenging situations.Schedule & CompensationHours: Full-time, ESTCompensation: $55,000 - $75,000 per year (includes signing bonus)Location: Atlanta, GA (in-person, 5 days per week)Employment: W2 with full benefitsKey ResponsibilitiesManage inbound customer communications across multiple channels (phone, email, text)Quickly resolve complicated insurance problems across different lines of insuranceConvert customer inquiries into accurate, actionable service ticketsProvide consultative customer service, helping clients understand what they need even when they aren't sure themselvesHandle difficult or frustrated customers with patience and professionalismProcess insurance-specific requests, including COIs, inspection scheduling, claims inquiries, and payment questionsUnderstand and anticipate what could go wrong in insurance scenariosEnsure all customer requests are accurately captured, prioritized, and routed for fast resolutionPrepare insurance documentation, including binding document packagesCoordinate with underwriters, sales teams, and other internal departments to resolve customer issuesMaintain detailed records of all customer interactions and follow-up actionsWork collaboratively with outbound/case management personnel to ensure smooth handoffsProvide tier 2 level support - not just triaging, but actually resolving complex issuesRequired QualificationsInsurance industry experience required (commercial lines preferred)Background with insurance agencies, wholesale brokers, or similar organizations (Excess and Surplus experience a plus)Customer service experience in fast-paced insurance environmentsHigh school diploma or GEDExceptional communication skills across multiple channels (verbal and written)Outstanding ability to remain calm and professional when dealing with frustrated customersStrong understanding of commercial insurance products and processesExperience resolving complex insurance issues independentlyExcellent problem-solving skills to quickly identify customer needs and appropriate solutionsStrong attention to detail when capturing and documenting customer requestsAbility to prioritize effectively in a high-volume environmentProficiency with Adobe and Microsoft Office SuiteWhat Success Looks LikeYou'll spend your day connecting with customers across multiple channels, listening carefully to their needs, and turning vague requests into clear action items. You'll leverage your insurance expertise to quickly diagnose and resolve complex issues that would typically require escalation. You'll need to maintain enthusiasm and professionalism even when dealing with challenging customers. You'll be the critical first point of contact, ensuring that customer issues are properly documented and resolved efficiently.This role is ideal for someone who:Has hands-on experience with commercial insurance operationsExcels at providing empathetic, solution-oriented customer serviceStays calm and effective under pressureCan independently resolve tier 2 level insurance issuesEnjoys solving problems and finding creative solutionsCan translate complex customer needs into clear action itemsTakes pride in being the customer's advocate while following company protocolsThrives in a dynamic environment with varied tasks and challengesUnderstands insurance industry challenges and common pain pointsBenefitsDental insuranceHealth insuranceVision insuranceSigning bonus included in compensation packageJob Type: Full-timePay: $55,000 - $75,000 per yearSchedule: Full-time, ESTCompensation Range: $55K - $75K