Position Title:   Client Service Representative (CSR)                  

Reports To:         Agency Manager                                                              FLSA:     Non-Exempt

GENERAL SUMMARY

The Client Service Representative (CSR) plays a vital role in delivering exceptional service to clients, managing customer requests, and supporting agency operations. This position requires an individual who is detail-oriented, organized, and committed to fostering positive client relationships. The CSR handles policy changes, processes certificates and evidences, manages billing inquiries, and supports claims reporting. This role requires proactive communication, multitasking, and the ability to collaborate effectively with clients, insurance carriers, and internal team members.

ESSENTIAL JOB FUNCTIONS*

• Process policy changes accurately and efficiently.
• Issue certificates of insurance and evidences of coverage as needed.
• Handle Motor Vehicle Records (MVRs) and related updates.
• Address and resolve billing inquiries from clients and carriers.
• Assist clients with claims reporting and ensure proper follow-up.
• Answer incoming calls and provide outstanding customer service.
• Manage carrier requests, including registrations, driver updates, and contact information changes.
• Prepare and submit FR19 and FR13 forms as required.
• Coordinate and process finance agreements for clients.
• Support renewal and supplemental application processes for clients.
• Collaborate with producers, account managers, and carriers to ensure efficient handling of customer needs and requests.

PREPARATION, KNOWLEDGE, SKILLS & ABILITIES

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• Previous experience in customer service or insurance-related roles is highly desirable.
• Familiarity with insurance policies, billing, claims processes, and agency management systems is a plus.
• Excellent verbal and written communication skills.
• Strong organizational and time-management abilities.
• High attention to detail and accuracy.
• Proficiency with computer systems and insurance software (e.g., AMS360 or similar platforms).
• Ability to work collaboratively in a team-oriented environment.
• Problem-solving skills with the ability to handle client issues calmly and efficiently.
• A proactive approach to identifying and addressing client needs.

WORKING CONDITIONS/PHYSICAL DEMANDS

·         This role is typically performed in an office environment.

·         Regular use of a computer and phone is required.

·         The ability to sit for extended periods and perform repetitive tasks, such as typing or data entry.

·         Occasional lifting of up to 15 pounds (e.g., files or office supplies).