Customer Support Representative

• Answer and reroute inbound calls promptly, gathering complete details on what the insured needs.
• Handle routine, unlicensed administrative service questions where appropriate.
• Capture thorough, accurate messages for brokers whenever licensed consultation is required, ensuring missed calls never go unreturned.

• Place confirmation calls to verify that insureds have received important emails, quotes, and document requests.
• Conduct persistent, polite phone follow-ups for outstanding items, including loss runs, IFTAs, signatures, applications, and underwriting documents.

• Follow up by phone after quotes are delivered to confirm review, gather initial feedback, and schedule the insured back with the broker for coverage or sales discussions.
• Reach out to prospects who miss scheduled calls to reschedule them, gauge ongoing interest, and move them toward a clear next step or clean pipeline removal.

• Make proactive renewal outreach calls when automated emails or SMS messages do not generate a response, collecting missing details and booking broker review calls.
• Handle routine administrative billing outreach—including cancellation notices, amounts due, due dates, payment statuses, carrier/finance-company statuses, and missing reinstatement documents—so potential policy saves stay on track.

• Execute daily administrative outreach across carrier status checks, confirmations, and service follow-ups.
• Maintain strict licensing boundaries: immediately escalate coverage advice, interpretation, recommendations, binding, negotiation, complex underwriting, claims interpretation, legal threats, or upset clients directly to a licensed broker.

• 1–3+ years of experience in customer service, outbound client engagement, appointment setting, or insurance agency support (US commercial or trucking insurance experience is a strong plus).
• Exceptional verbal English communication skills with a warm, personable, and natural phone presence.
• Persistent yet tactful communication style—comfortable following up consistently to get responses without sounding pushy or abrasive.
• Strong organizational habits and CRM/AMS discipline to log call notes, track follow-up cadences, and manage daily call queues accurately.
• Availability to work aligned with US business hours (Evening/Night shift PKT).

IDEAL CANDIDATEWe are looking for someone who combines a welcoming, articulate phone presence with the persistence and organization required to keep busy client pipelines moving. The ideal candidate is:

• Personable and Confident: Naturally comfortable on the phone, building quick rapport with business owners and insurance carriers.
• Persistently Proactive: Follows through consistently until a clear answer, document, or scheduled call is secured.
• Detail-Oriented: Committed to logging accurate notes, complete broker messages, and clean pipeline updates.
• Boundary-Aware and Accountable: Understands what can be handled administratively versus what must be escalated to a licensed broker, working independently with minimal supervision.
• Collaborative and Professional: Respectful, friendly, empathetic, punctual, and confident in their abilities while maintaining a team-oriented approach.