Job Description

Customer Service Representative

We're seeking a proactive, collaborative individual with a solid understanding of commercial insurance to support our food industry clients with exceptional service. The Insure My Food division of Whorton Insurance specializes in insuring food and beverage businesses, including restaurants, CPG (consumer packaged goods), mobile food vendors such as food trucks and trailers, bars, craft breweries, and wineries, and commissary kitchens. Our mission is to provide affordable and easy insurance solutions tailored to the unique needs of the food and beverage industry. The Customer Service Representative at Whorton Insurance Services is a full-time hybrid role position for a Commercial Lines Customer Service Representative based in Austin. As a Commercial Lines Customer Service Representative, you will handle client inquiries, process policies, renewals, and provide outstanding customer service. Your day-to-day tasks will include responding to customer inquiries via phone and email, updating policy information in AMS360, assisting clients with certificates, and providing quotes for new business.

Benefits/Perks:

• Competitive Pay
• Professional Development
• Job Stability in a Growing Industry
• Private office in a professional environment
• Hours are 8 to 5 Monday-Friday, with a 1-hour lunch break
• Paid time off for holidays and personal days
• Vacation/Sick/PTO, 401k, 100% health insurance paid
• Hybrid work from home is offered upon completing the initial time period of work

Responsibilities:

• Provide service to existing clients related to updating policies, providing quotes, taking payments, answering questions, and providing documentation and certificates.
• Answer customer calls and correspondence regarding new or existing insurance policies and certificates.
• Work with new clients or support a producer in an effort to understand their needs, gather necessary data, research policy options, present options, finalize and bind new coverage, cancel old policies, and negotiate with carriers when necessary.
• Review existing policies, review liability limits and exposures, explore other coverage needs, evaluate replacement costs, round out accounts, and bind renewals.
• Confer with customers to provide detailed information about products and services, quote new business, process renewals and/or cancel accounts, take payments, and provide requested documentation.
• Resolve product or service issues by clarifying the customer's concern, determining the cause of the issue, selecting and explaining the best solution to solve the issue, expediting correction or adjustment, and following up to ensure resolution.
• Review audits or policies; verify accuracy and facilitate corrections, as needed, between client and carrier.
• Maintain records of customer interactions and transactions, recording details of inquiries, comments, and actions taken in the agency management system (AMS360).
• Collaborate with team members, mentor staff, provide expertise and answer questions, and participate in formal and informal meetings as needed.

Qualifications:

• Hold the insurance license (or working towards getting a license) required by your state and have a minimum of one year of commercial lines insurance account management experience, or comparable work experience.
• Demonstrate knowledge of insurance products and usages, rating procedures, underwriting procedures, coverages, and industry operations to effectively manage, maintain, and write assigned clients and prospects.
• Demonstrate strong customer focus and an excellent phone manner; display strong written and verbal communication skills as well as excellent math and reading skills to perform calculations.
• Possess a sense of urgency, attention to detail, organization, multi-tasking, and follow-up skills, as well as the ability to handle difficult situations with customers and solve complex problems without direct supervision.
• Have excellent time management skills with a personal accountability mindset as well as technology and computer proficiency, including agency management systems, rating tools, and carrier website navigation.

Flexible work from home options available.

Compensation: $45,876.90 - $62,000.00 per year

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