Customer Service Agent

<div class="content-intro"><p><strong><u>About Integrated Specialty Coverages</u></strong></p> <p>Integrated Specialty Coverages, LLC (ISC) is a growth stage technology and data-driven commercial MGA and insurance wholesaler leading innovation in the market.&nbsp;&nbsp;</p> <p>Backed by one of the leading private equity firms, Onex Partners, and led by a forward-thinking management team, ISC is combining the worlds of insurance and technology to create an Insurtech powerhouse. As a leading online distributor of insurance products for a range of industries and “Main Street USA”, we are looking for the right people to help us in our mission of achieving exponential growth. We strive to be the number one place to go for brokers and agents to source insurance. To accomplish this, we’re building a digitally focused team that deeply understands the intersection between user experience, data, and AI/ML to optimize the way we engage with our customers and partners.</p></div><p>&nbsp;</p> <p><strong>Job Summary</strong></p> <p>As a Customer Service Agent at CCIS, you will be responsible for providing phone support to the agency, managing our customer database, assisting clients with their needs, and connecting them to the appropriate team members to ensure a positive experience with CCIS. CCIS is headquartered in Sacramento, California. This position follows standard business hours from 8:00 AM to 5:00 PM PST, Monday through Friday with flexibility of an earlier or later start time is needed. This role requires onsite attendance in our Sacramento office Monday-Friday.</p> <p><strong>Position Responsibilities</strong></p> <ul> <li>First call resolution – Greet and triage inbound customer calls or promptly return customer voicemail inquiries. Address their needs, troubleshoot issues, and provide clear guidance to support a successful customer experience</li> <li>Provide customer account support – Offer accurate policy and license information, process non-premium policy changes such as name, address, and contact updates, handle cancellations and reinstatement requests, and maintain detailed records and source documents in our agency management system</li> <li>Guide customers through the claim process – Assist customers during claim intake. Offer insight on timelines and identify key contacts they can expect to work with throughout the review</li> <li>Prepare and distribute certificates of insurance – Ensure accuracy and completeness when delivering verification of coverage to customers and third parties</li> <li>Partner with agents and customers – Ask thoughtful, probing questions to gather essential information, support smooth team communication, and ensure efficient call transfers when needed</li> <li>Assist with policy ma