Customer Service Representative (CSR)

Were looking for an energetic, customer-focused CSR who enjoys helping people and isnt afraid to pick up the phone. Youll service existing clients, resolve policy needs, and uncover opportunities to cross-sell Auto, Home, Life, Business, and Commercial insurance.

Salary Range: $38000.00 - $60000.00 per year

Annual Base Salary + Commission + Bonus Opportunities

Paid Time Off (PTO)

Health Insurance

Vision Insurance

Life Insurance

Hands on Training

Mon-Fri Schedule

Career Growth Opportunities

Dental Insurance

No Weekends

Paid Birthday Off

Work-Life Balance

Supportive Team Environment

Small Business Culture

Business Casual Dress

Complimentary Snacks & Beverages

Responsibilities

• Independently handle routine policy changes, account updates, billing questions, and payment assistance.
• Monitor and resolve Farmers account alerts, including missing documents, policy requirements, and pending cancellations.
• Provide professional, friendly, and timely customer service by phone, email, and text.
• Proactively make outbound calls to existing customers for account reviews, policy follow-ups, and additional insurance opportunities.
• Review existing accounts to identify potential coverage gaps, bundling opportunities, and additional insurance needs.
• Generate qualified sales opportunities and coordinate warm transfers to licensed producers for quotes and coverage recommendations.
• Follow up with interested customers and coordinate with producers to ensure opportunities receive timely attention.
• Accurately document customer interactions, account updates, lead transfers, and follow-up activities in agency systems.
• Support customer retention through proactive communication and timely resolution of service needs.
• Meet daily activity expectations, including 100 outbound calls, a minimum of 2 hours of talk time, and a target of 5 qualified lead transfers to producers.
• Actively participate in training and coaching, apply feedback, and take ownership of assigned responsibilities.

• At least 1 year of property and casualty insurance agency experience; recent Farmers agency experience strongly preferred.
• Active California Property & Casualty insurance license required.
• Experience handling policy changes, billing questions, account alerts, and outstanding policy requirements.
• Strong communication and customer service skills by phone, email, and text.
• Comfortable making proactive outbound calls and meeting daily call, talk-time, and qualified lead-transfer goals.
• Sales-minded and confident identifying cross-selling opportunities and connecting interested customers with licensed producers.
• Organized and detail-oriented, with the ability to prioritize tasks, manage follow-ups, and handle routine service needs independently.
• Receptive to coaching, willing to apply feedback, and accountable for daily responsibilities and performance.
• Comfortable using insurance agency systems and customer relationship management software; Farmers systems and AgencyZoom experience are a plus.
• Life insurance license is a plus.
• Bilingual English/Spanish is a plus.