Insurance Customer Service Rep - NO SALES- FULL TIME

Rochester, NY · Administrative

Customer Service Representative – Personal Lines Insurance (No Sales)

Location:
In-Office – Irondequoit NY
Schedule:
Monday – Thursday: 8:30 AM – 5:00 PM
Friday: 8:30 AM – 4:00 PM (1-hour lunch daily)
Full-Time | Temp-to-Hire (600 hours)

Compensation:
Starting at $22/hour

Our client is a trusted, multi-carrier independent insurance agency specializing in personal lines, including auto and home insurance. They pride themselves on honest service, long-standing relationships, and helping their clients navigate the complexities of insurance with confidence.

Position Overview

We are seeking a tech-savvy, personable Customer Service Representative to join this small team and support the Personal Lines insurance business. This is not a sales role – your primary responsibility will be ensuring excellent customer service and administrative support for existing clients.

You will be the first point of contact for inbound calls and emails, helping resolve client inquiries, updating policy information, and assisting our producers with day-to-day account management tasks.

Key Responsibilities

Answer and route inbound calls (approx. 15–20/day)
Respond to client emails and inquiries with professionalism and accuracy
Process policy changes, endorsements, and requotes
Assist with preparing binders for closings (e.g., home purchases)
Send updated insurance cards for new vehicles
Manage incoming renewals and rate change communications
Monitor and follow up on 60/90-day policy review reports
E-file and enter new policies into the agency management system
Direct claims calls to appropriate carriers and help customers understand the next steps
Coordinate with Account Managers for quoting and sales support (no selling required)
Faxing, scanning, and general administrative tasks as needed

What We’re Looking For

Must-Haves:

Strong phone and computer skills
Comfortable with complex software/systems (we’ll train!)
Organized, detail-oriented, and responsive
Positive attitude – able to “put out fires” and handle frustrated callers calmly
Willingness to learn systems and industry-specific processes

Bonus Points:

Previous experience in a personal lines insurance agency (auto/home)
NYS Insurance License (not required, but a plus)
Familiarity with carriers like Travelers, Progressive, Hartford, or Erie

Ideal Background:

Customer support or service experience (insurance or similar industry preferred)
Quick learner with strong tech skills (ideal for someone younger or newer in the field)
Experience with policy management systems a plus

Why Join Us?

Family-run, client-focused environment
Stable hours and reasonable call volume
Opportunity to build insurance knowledge without sales pressure
On-the-job training from seasoned pros and carrier reps
Real potential for growth and a long-term career

Target Start: ASAP (ideally within the next 2 weeks, but flexible for the right person)