Insurance Customer Service Representative | Licensed Customer Service Representative

Shannon Miller Insurance - SMI is an established independent insurance agency serving individuals, families, and businesses throughout Texas. Our mission is to provide personalized service, trusted guidance, and tailored insurance solutions while building long-term relationships founded on trust, integrity, and exceptional service.  

Role Description

This is a full-time role for a Licensed Customer Service Representative. We are open to on-site, remote, or hybrid arrangements.

Key Responsibilities:

• Answer inbound calls and conduct outbound follow-up as needed
• Actively listen to identify customer needs and provide tailored solutions
• Use a customer-focused, needs-based review process to educate clients on coverage options
• Build strong rapport with clients and create meaningful, long-term relationships
• Conduct proactive renewal reviews with clients, focusing on coverage, value, and opportunities to better protect their needs
• Deliver energetic, proactive, and extraordinary service that exceeds customer expectations
• Identify opportunities to ask for referrals and generate new business through exceptional service experiences
• Provide accurate information regarding products, policies, and services
• Adapt quickly to new processes, carriers, and systems
• Maintain all licensing, agency, and carrier compliance requirements
• Document all customer interactions and update records in the database
• Collaborate with team members to resolve issues and ensure a seamless client experience
• Stay up-to-date on product knowledge and industry changes
• Handle escalated concerns with empathy, professionalism, and strong problem-solving skills

Requirements

• Active Property & Casualty License in the state of Texas (Required)
• Minimum 2 years of experience in Personal Lines insurance customer support (Required)
• High School diploma or equivalent

Qualifications

• Strong ability to build rapport and establish trust quickly with clients
• Natural relationship-builder with a referral-focused mindset
• Energetic personality with a passion for delivering above-and-beyond service
• Ability to work independently and as part of a team
• Comfortable with technology and basic computer systems
• Excellent communication and interpersonal skills (verbal and written)
• Strong problem-solving skills and ability to handle difficult conversations
• High attention to detail while maintaining a big-picture perspective
• Genuine desire to help others and match products to client needs