Customer Service Representative (PandC)

FOCUS provides cloud-based administration solutions for P&C insurance companies and is committed to investing in its employees. The Customer Service Representative will deliver exceptional service in a fast-paced environment by handling inbound calls and chats, addressing client inquiries, and ensuring a positive experience while meeting service standards.

Responsibilities:

• Respond to inbound phone calls and chats from clients and/or agents in a professional and timely manner
• Provide accurate information regarding policies, coverage, billing, payments, and endorsements
• Resolve client inquiries, complaints, and requests efficiently while maintaining a positive customer experience
• Process assigned tasks accurately and efficiently, including policy updates, endorsements, cancellations, and other related transactions
• Prioritize workload to meet service level agreements and departmental standards
• Ensure compliance with company policies, procedures, and regulatory requirements
• Collaborate with team members and leadership to share knowledge, improve workflows, and enhance the overall client experience
• Participate in training, coaching, and team meetings to maintain skill proficiency and stay current with policies and procedures

Requirements:

• Two (2) years Agency experience in Personal Lines including homeowners and other lines; or equivalent combination of education and experience
• Strong verbal and written communication skills
• Ability to manage multiple tasks efficiently and maintain high accuracy
• Proficiency with insurance systems and standard office software
• Ability to handle difficult or upset clients professionally, using effective de-escalation techniques to resolve issues and maintain positive customer relationships
• Strong problem-solving and conflict-resolution skills
• Self-motivated, disciplined, and able to maintain productivity without direct supervision
• Basic proficiency in Microsoft Office Suite (Word, Excel, Outlook, Teams) for documentation, reporting, and team collaboration
• Knowledge of Property/Casualty Insurance operations and policy elements preferred
• Active 2-20 or 4-40 license or industry designation such as CPCU or CIC preferred