Customer Service Representative, Commercial - West Texas

About 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. 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 are not just an insurance provider—we are a partner you can depend on.

Application Requirement

To be considered for this role, please take a moment to complete the Culture Index Assessment by clicking the link below or copying it into your browser. This brief assessment takes no more than 5 minutes to complete and is a critical part of our hiring process.

Link: https://go.cultureindex.com/p/PE4G3Td0Z109B9CrpzCj

The Culture Index helps us better understand your work style, strengths, and preferences, ensuring a strong alignment between your skills and the position's requirements. It also allows us to create a more inclusive and effective workplace by matching candidates to roles where they can thrive.

Please note: Applications without a complete Culture Index Assessment will not be reviewed or moved forward in the hiring process. We appreciate your attention to this important step and look forward to learning more about you!

About the Role

This is an IN-OFFICE Position

In this essential, UNLICENSED support role, you will be responsible for accurately processing policy transactions and delivering exceptional daily service, ensuring our clients receive timely and professional support. You will manage policy endorsements, certificates of insurance, billing inquiries, and claims intake, all while maintaining accurate and up-to-date client records. This position is designed as a non-licensed, administrative role—you will execute defined tasks and facilitate communication, enabling our licensed Account Managers to focus on strategic advisory and client relationship management. The ideal candidate is organized, detail-oriented, and thrives in a process-driven, team-oriented environment, providing the critical behind-the-scenes support that drives our agency's service excellence.

Essential Duties and Responsibilities

• Serve as the primary point of contact for routine service inquiries, professionally addressing questions regarding policy status, billing, certificates of insurance, and procedural processes.
• Triage all client calls and emails, promptly escalating any questions involving coverage interpretation, policy recommendations, or complex claims to a licensed Account Manager.
• Accurately process client and Account Manager-directed policy endorsements, applications, and renewals, adhering strictly to specific, documented instructions without exercising discretion on coverage.
• Proactively manage a daily suspense system to track and follow up on pending service items, documentation requests, and carrier communications within established timeframes.
• Precisely input and update all client, policy, and interaction data in the agency management system after every contact, maintaining flawless electronic records.
• Handle standard service issues and complaints of a non-technical nature (e.g., billing discrepancies, documentation delays). For matters related to coverage or claims, document the concern in full and escalate immediately to a licensed Account Manager for resolution.
• Prepare and issue Certificates of Insurance (COIs), Auto ID cards, and related documents upon validated client or third-party request.
• Support the claims process by taking the first notice of loss, completing preliminary information reports, and providing basic status updates as communicated by the carrier or claims department.
• Assist licensed Account Managers with the preparation of renewal and marketing materials by gathering and organizing pre-defined client data and documentation.

Skills and Attributes