Sales Service Representative

Job Summary: The Sales and Service Representative is responsible for delivering exceptional customer service while supporting sales and administrative functions within the organization. This role serves as a primary point of contact for customers, agents, and business partners by assisting with policy inquiries, processing transactions, resolving issues, and providing product and service information. The representative works collaboratively across departments to ensure accurate policy handling, customer satisfaction, and retention while identifying opportunities to support business growth. Success in this role requires strong communication skills, attention to detail, professionalism, and the ability to manage multiple responsibilities in a fast-paced environment.

Core Responsibilities/duties will include but are not limited to the following:

• Provide exceptional customer service to policyholders, agents, and business partners through professional and timely communication.
• Assist customers with policy inquiries, coverage questions, billing concerns, and policy
• Process new business applications, endorsements, renewals, cancellations, and reinstatements accurately and efficiently.
• Maintain strong product knowledge to effectively explain insurance products, services, and coverage
• Support sales initiatives by identifying cross-sell and upsell opportunities when
• Respond to customer requests via phone, email, and in-person interactions in a courteous and solution-oriented manner.
• Ensure all customer interactions and policy updates are documented accurately within company
• Collaborate with underwriting, claims, and accounting departments to resolve customer issues and ensure service excellence.
• Meet established performance, productivity, and service quality
• Maintain compliance with company policies, procedures, and state insurance
• Follow up on pending transactions and customer requests to ensure timely
• Build and maintain positive relationships with customers and agency partners to promote retention and customer satisfaction.
• Assist with special projects, reporting, and administrative tasks as
• Participate in ongoing training and professional development to remain current on products, systems, and industry changes.

Required job skills:

• Active Property and Casualty license
• High School Diploma or equivalent
• Excellent verbal and written communication skills
• Strong customer service and relationship-building abilities
• Ability to multitask and prioritize responsibilities in a fast-paced
• Strong organizational skills and attention to detail
• Problem-solving and conflict-resolution skills
• Basic sales and negotiation abilities
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and general computer systems
• Ability to learn and navigate agency management and insurance-related software
• Professional telephone etiquette and interpersonal skills
• Ability to work independently as well as collaboratively within a team
• Strong time management and follow-up skills
• Ability to maintain confidentiality and handle sensitive information
• Knowledge of insurance products, terminology, and industry practices
• Ability to interpret and explain policy information clearly and
• Dependable attendance and punctuality
• Adaptability and willingness to learn new processes and
• High level of accuracy in data entry and document processing
• Ability to meet performance, productivity, and service

Preferred job skills:

• College Degree
• Agency experience
• Limited Insurance lines license
• Project management experience
• Systems implementation and automation experience
• Previous insurance industry experience, preferably in customer service or sales support
• Experience working with agency management systems and policy administration
• Bilingual communication skills (English/Spanish preferred)
• Knowledge of underwriting, billing, and claims processes
• Experience handling inbound and outbound customer communications in a high-volume
• Strong sales aptitude with the ability to identify cross-selling and retention
• Familiarity with Microsoft 365 applications, including Teams and SharePoint
• Experience with data entry, reporting, and document management systems
• Ability to build strong relationships with customers, agents, and internal
• Strong analytical and decision-making skills
• Experience working in a team-oriented and performance-driven
• Ability to adapt quickly to changing priorities and business
• Professional demeanor with a positive and customer-focused attitude

Work Environment and Physical Demands with reasonable accommodations:

• Must be able to remain in a stationary position 50% of the time and be able to operate a computer or other office productivity machinery on a constant basis.
• Frequently required to communicate with co-workers and policy holders with the ability to exchange accurate information as necessary
• Occasionally required to move about the office, ascend/descend stairs or a ladder or position self to maintain computers at workstation, including under the desk or other low areas
• Occasionally requires moving and placing objects weighing less than or equal to 20
• Noise level in the work environment is usually
• Position may require temporary remote work based on business needs and is at the sole discretion of the company. Employee must have Wi-Fi connectivity, a smart phone, and a designated work area in their home.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. The employer may, at its discretion, modify or adjust the position to meet the company's changing needs.

Standard Casualty Company is committed to providing equal employment opportunities without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected status with respect to recruitment, hiring, promotion and other terms and conditions of employment.