Job Description

We're a fast-growing insurance brokerage serving thousands of customers nationwide. Our founding team brings exceptional experience from top-tier firms, including Coatue, Carlyle, Goldman Sachs, Tesla, Alloy, and Boston Consulting Group.

We're expanding quickly and need dedicated insurance professionals who can handle our intense pace and high volume of customer interactions with the expertise to resolve complex insurance matters.

Job Overview

We're seeking a high-performing Customer Service Representative with insurance industry experience who thrives in an extremely fast-paced environment. This position will have you managing multiple communication channels (phone, email, text) throughout your shift, resolving customer inquiries, and converting them into actionable tickets.

This is a dynamic, high-volume role where you'll be actively engaged with customers and problem-solving from 9 AM to 5 PM. You must gain energy from helping customers navigate complex insurance matters and maintain unwavering professionalism even when dealing with challenging situations.

Schedule & Compensation

• Hours: Full-time, EST
• Compensation: $55,000 - $75,000 per year (includes signing bonus)
• Location: Atlanta, GA (in-person, 5 days per week)
• Employment: W2 with full benefits
  
  

Key Responsibilities

• Manage inbound customer communications across multiple channels (phone, email, text)
• Quickly resolve complicated insurance problems across different lines of insurance
• Convert customer inquiries into accurate, actionable service tickets
• Provide consultative customer service, helping clients understand what they need even when they aren't sure themselves
• Handle difficult or frustrated customers with patience and professionalism
• Process insurance-specific requests, including COIs, inspection scheduling, claims inquiries, and payment questions
• Understand and anticipate what could go wrong in insurance scenarios
• Ensure all customer requests are accurately captured, prioritized, and routed for fast resolution
• Prepare insurance documentation, including binding document packages
• Coordinate with underwriters, sales teams, and other internal departments to resolve customer issues
• Maintain detailed records of all customer interactions and follow-up actions
• Work collaboratively with outbound/case management personnel to ensure smooth handoffs
• Provide tier 2 level support - not just triaging, but actually resolving complex issues
  
  

Required Qualifications

• Insurance industry experience required (commercial lines preferred)
• Background with insurance agencies, wholesale brokers, or similar organizations (Excess and Surplus experience a plus)
• Customer service experience in fast-paced insurance environments
• High school diploma or GED
• Exceptional communication skills across multiple channels (verbal and written)
• Outstanding ability to remain calm and professional when dealing with frustrated customers
• Strong understanding of commercial insurance products and processes
• Experience resolving complex insurance issues independently
• Excellent problem-solving skills to quickly identify customer needs and appropriate solutions
• Strong attention to detail when capturing and documenting customer requests
• Ability to prioritize effectively in a high-volume environment
• Proficiency with Adobe and Microsoft Office Suite
  
  

What Success Looks Like

You'll spend your day connecting with customers across multiple channels, listening carefully to their needs, and turning vague requests into clear action items. You'll leverage your insurance expertise to quickly diagnose and resolve complex issues that would typically require escalation. You'll need to maintain enthusiasm and professionalism even when dealing with challenging customers. You'll be the critical first point of contact, ensuring that customer issues are properly documented and resolved efficiently.

This role is ideal for someone who:

• Has hands-on experience with commercial insurance operations
• Excels at providing empathetic, solution-oriented customer service
• Stays calm and effective under pressure
• Can independently resolve tier 2 level insurance issues
• Enjoys solving problems and finding creative solutions
• Can translate complex customer needs into clear action items
• Takes pride in being the customer's advocate while following company protocols
• Thrives in a dynamic environment with varied tasks and challenges
• Understands insurance industry challenges and common pain points
  
  

Benefits

• Dental insurance
• Health insurance
• Vision insurance
• Signing bonus included in compensation package
  
  

Job Type: Full-time

Pay: $55,000 - $75,000 per year

Schedule: Full-time, EST

Compensation Range: $55K - $75K