Client Engagement & Service Support Representative (Insurance)

About the role

A commercial insurance brokerage is hiring a Client Engagement & Service Support Representative (CSR) to keep clients and prospects moving through the insurance lifecycle. While back office handles document preparation and tracking, the CSR is the main voice of the agency, owning phone-based outreach, follow-ups, appointment scheduling and administrative client engagement. The role works during US business hours (evening/night shift).

Key responsibilities

• Inbound calls: answer and reroute promptly, capture insured needs, handle routine unlicensed administrative questions and record accurate messages for brokers.
• Document chase: call to confirm receipt of emails, quotes and documents, and follow up politely on outstanding items such as loss runs, IFTAs, signatures, applications and underwriting documents.
• Quote follow-up: call after quotes are delivered to confirm review, gather feedback and schedule insureds back with the broker; reschedule prospects who miss calls and move them toward a next step or clean pipeline removal.
• Renewal and billing: proactively reach out when automated messages fail, and handle routine billing outreach including cancellations, amounts due, payment status and reinstatement documents.
• Daily administrative outreach to carriers and confirmations, always escalating coverage advice, binding, complex underwriting, claims interpretation, legal threats or upset clients to a licensed broker.

Required profile

• 1-3+ years of experience in customer service, outbound client engagement, appointment setting or insurance agency support (US commercial or trucking insurance experience is a strong plus).
• Exceptional verbal English with a warm, personable phone presence.
• Persistent but tactful follow-up style, strong organization and CRM/AMS discipline for call notes and follow-up tracking.
• Availability for evening/night shifts aligned with US business hours.