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Personal Lines Customer Sales & Service Representative (CSSR)
Join Our Team in Smithfield! https://wallsins.com/about-our-agency/
Are you an experienced, licensed insurance professional looking for a stable, rewarding career with a trusted local agency? Walls Insurance Agency is growing! We pride ourselves on delivering top-tier protection and personalized care to our community. If you are a proactive problem-solver who excels at building client loyalty and navigating digital agency tools, we want to hear from you. Enjoy competitive hourly pay, a robust benefits package, and direct performance bonuses in a supportive office environment.
Office Location
Walls Insurance Agency
1018 S Church St.
Smithfield, VA 23430
(This is a fully in-office position)
Job Overview
The Personal Lines (PL) Customer Sales & Service Representative (CSSR) serves as a primary advocate for our Property and Casualty (P&C) clients. In this role, you will independently manage a dedicated book of business, process complex policy updates, and support our senior production team. This position balances high-touch customer relationship management with structured technical documentation to drive policy retention and account growth.
Key Responsibilities- Client Advocacy: Provide expert service to a designated group of customers, managing policy changes, processing endorsements, and resolving billing inquiries.
- Coverage & Quoting: Generate accurate P&C quotes, build tailored proposals, and bind coverage strictly adhering to insurer guidelines.
- Team Collaboration: Assist Producers and Senior Account Executives to secure new business and streamline account workflows.
- Proactive Renewal Reviews: Review assigned policies prior to renewal to uncover gaps in protection and cross-sell vital additional coverages.
- Retention Outreach: Maintain a consistent, structured accountability process through periodic service calls to build long-term client loyalty.
- Workflow Optimization: Coordinate with the Administrative/Executive Assistant to ensure all policy documents and files are processed quickly.
- Precise Documentation: Record detailed accounts of all client and carrier conversations within agency management tools to protect against errors and omissions.
Technical & System Requirements- Agency Management: Intermediate to advanced proficiency using Vertafore systems (QQCatalyst) to track policies, notes, and workflows.
- Office Software: Daily proficiency using Google Workspace and Microsoft Office 365 for business communications and reporting.
- VoIP Systems: Comfort navigating digital phone environments (Ooma) to manage high-volume calls and review recorded audio for quality assurance.
- Workstation Autonomy: Basic technical ability to configure, update, and troubleshoot your personal workstation hardware, laptop, and VoIP phone.
Knowledge, Skills, and Abilities- Critical Thinking: Exceptional analytical skills to resolve complex client issues and make definitive coverage decisions without constant oversight.
- Communication: Highly articulate written and verbal communication skills tailored for diverse client and underwriter interactions.
- Service Mindset: A warm, professional demeanor that easily transforms customer inquiries into relationship-building opportunities.
Qualifications- Licensing: Active Property & Casualty (P&C) insurance license required (Virginia license strongly preferred).
- Experience: Proven history working as an insurance agent or CSSR in a personal lines capacity.
- Education: Associate degree from a two-year college, or an equivalent blend of education and practical industry experience.
- Compliance: Committed to completing all state-mandated continuing education and training modules.
Compensation and Benefits- Hourly Pay: Up to $22/hour, negotiable based on your depth of P&C experience.
- Performance Incentives: Direct participation in agency production and performance bonus programs.
- Health & Insurance: Comprehensive enrollment in group health care, long-term disability, and group term life insurance.
- Time Off: Paid Time Off (PTO) package incorporating annual leave, sick leave, and standard paid holidays.
- Retirement Planning: Access to a competitive 401(k) / IRA contribution program.
