Customer Service Representative, Insurance Personal Lines - Part Time

At Artemis/Texan Insurance, we are dedicated to protecting what matters most to our clients by providing tailored insurance solutions and exceptional service. With decades of industry experience, we specialize in offering personalized coverage for home, auto, life, and commercial needs. Our team takes pride in building lasting relationships through trust, integrity, and a commitment to excellence. At Artemis/Texan Insurance, we believe in empowering our employees and delivering unmatched value to our customers, ensuring peace of mind every step of the way. As a company rooted in community and innovation, we’re not just an insurance provider—we’re a partner you can depend on.

IMPORTANT: All candidates must complete the Culture Index. This is a very short survey with no right or wrong answers. Candidates that do not complete the Culture Index will not be reviewed. Here is the link to the survey: https://go.cultureindex.com/p/PE4G3Td0Z109B9CrpzCj

About the Role

The Personal Lines Customer Service Representative can be licensed or unlicensed. This role is for the energetic professional interested in helping our business grow through value-based conversations and remarkable client experiences. The Customer Service Representative (CSR) is responsible for answering phone calls and directing them to the appropriate department. As the first point of contact for clients, they are responsible for creating a positive experience for our clients by actively listening to their needs and demonstrating composure, patience, and a calming demeanor through all client interactions.

Essential Duties and Responsibilities

• Answer incoming call center calls and transferring to the appropriate department.
• Maintain and follow up on suspense files regarding service-related items promptly.
• Input and update client information accurately after all customer interactions.
• Adhere to detailed instructions and guidelines provided by managers.
• Respond to customer inquiries via phone, email, and in-person visits, providing clear and accurate information regarding insurance policies, coverage, billing, and claims.
• Assist customers with policy changes, including updating personal information, adding, or removing coverage, and processing renewals. Ensure all documentation is accurate and up to date.
• Guide clients through the claims process, helping them understand coverage, filing claims, and following up on claim status with the relevant departments.
• Address and resolve customer complaints or issues promptly and professionally, escalating complex cases to supervisors when necessary.
• Assist insurance agents by providing support with policy quotes, explaining coverage options, and suggesting additional products or services that meet customers' needs.
• Ensure that all customer interactions, documentation, and processes comply with regulatory requirements and company policies.
• Maintain accurate and organized records of customer interactions, policy changes, and claims in the company’s customer relationship management (CRM) system.
• Proactively follow up with clients to ensure satisfaction and answer any additional questions. Communicate upcoming renewals, policy expirations, or changes affecting their coverage.

Skills and Abilities

• Customer Service Excellence: Strong ability to build and maintain relationships by providing exceptional service, addressing customer inquiries, and resolving issues efficiently.
• Communication Skills: Excellent verbal and written communication skills to explain policy details and coverage options in a clear and professional manner.
• Attention to Detail: Highly organized and detail-oriented to ensure accuracy in policy documentation, claims, and customer records.
• Time Management: Ability to prioritize and manage multiple tasks effectively in a fast-paced environment, ensuring deadlines are met.
• Problem-Solving Skills: Proactive and resourceful in identifying and resolving customer concerns or challenges.
• Technical Proficiency: Competence in using insurance management systems (e.g., AMS360