Customer Service Representative

BrightCover; Conshohocken (Montgomery County); On-site; USD 45,000 - 65,000; Full time

Job summary

BrightCover is seeking a Customer Service Representative to provide post-sale support for customers and manage policy servicing, billing, documentation, and carrier coordination.

You will guide customers through changes, underwriting, and claims support, build relationships, and help with cross-selling while maintaining accurate records in CRM and agency systems.

Qualifications

• Bachelor’s Degree from a Four (4) year College or University.
• 3+ years of personal lines insurance customer service experience within an independent insurance agency, brokerage, or insurance carrier.
• Strong understanding of personal lines insurance products, coverages, endorsements, and policy servicing.
• Demonstrated consultative customer service and problem-solving skills.

Responsibilities

• Serve as the primary point of contact for customer service inquiries.
• Deliver an exceptional customer experience with timely, professional support.
• Build trusted relationships by understanding insurance needs and guiding customers.
• Resolve issues with strong problem-solving, advocating the best outcomes.
• Educate customers on policy coverage, options, and carrier requirements.
• Coordinate with carriers to resolve customer concerns and assist with claims.

Skills

Customer service

Insurance knowledge

CRM systems

Communication

Education

Bachelor's Degree

Tools

CRM platforms

Agency management systems

Microsoft Office

Job description

## Customer Service RepresentativeApplyremote type: Onsitelocations: Conshohocken, PAtime type: Full timeposted on: Posted 3 Days Agojob requisition id: JR107157**Summary:**The Customer Service Representative provides post-sale support to BrightCover customers and serves as the primary point of contact throughout the life of their insurance policies. This role delivers timely, accurate assistance with policy servicing, coverage questions, documentation, and carrier coordination while applying strong insurance knowledge to guide customers through changes, billing, underwriting, and claims support.The position also supports customer retention through proactive, consultative service, maintains accurate documentation, and identifies opportunities to enhance coverage in coordination with Client Advisors. As part of a growing organization, this role contributes to consistent service processes and overall operational efficiency.**Essential Job Duties and Responsibilities:**Customer Service & Relationship Management* Serve as the primary point of contact for customer service inquiries.* Deliver an exceptional customer experience by providing timely, professional, and consultative support.* Build trusted relationships with customers by understanding their insurance needs and providing thoughtful guidance.* Utilize strong problem-solving skills to resolve customer issues efficiently while advocating for the best possible outcome.* Respond to customer inquiries via phone, email, and other communication channels.Policy Service & Insurance Support* Assist customers with: + Insurance ID cards + Policy documents + Coverage questions + Policy changes and endorsements + Billing inquiries + General account maintenance* Educate customers on policy coverage, available options, and carrier requirements.* Coordinate with insurance carriers to resolve customer concerns.* Assist customers throughout the claims process by directing them to appropriate carrier resources and providing ongoing support as needed.Underwriting & Follow-Up* Monitor and manage outstanding underwriting requirements.* Coordinate customer documentation requests, including inspections, photographs, and other underwriting requirements.* Proactively follow up with customers to ensure carrier requirements are completed within established agency timelines.* Maintain ongoing communication with customers regarding outstanding policy requirements.Customer Retention & Cross-Selling* Build long-term customer relationships through proactive, consultative service.* Recognize customer needs that may indicate opportunities for additional coverage or insurance products.* Educate customers on available solutions and partner with Client Advisors when appropriate to support cross-selling opportunities.* Recognize when customers may benefit from additional products or coverage enhancements and coordinate with Client Advisors to provide solutions that improve customer protection and long-term retention.* Support customer retention by helping customers understand their coverage, addressing concerns proactively, and delivering a best-in-class service experience.Technology & Workflow* Maintain complete and accurate documentation within agency management and CRM systems.* Utilize agency technology platforms to efficiently manage customer requests and service activities.* Follow standardized workflows, documentation standards, and service procedures.* Identify opportunities to improve operational efficiency, customer experience, and service delivery through technology and process improvements.Quality & Compliance* Maintain confidentiality of customer information.* Follow all agency procedures, carrier requirements, licensing requirements, and insurance regulations.* Ensure all customer interactions meet agency quality and compliance standards.**Other Job Duties and Responsibilities:*** Performs other related duties as assigned.* Comply with all company policies and procedures.* Maintain regular and punctual attendance.**Supervisory Responsibilities****:*** This position is an individual contributor.**Qualifications****:**To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.**Education and/or Experience****:*** Bachelor’s Degree from a Four (4) year College or University.* 3+ years of personal lines insurance customer service experience within an independent insurance agency, brokerage, or insurance carrier.* Strong understanding of personal lines insurance products, coverages, endorsements, and policy servicing.* Demonstrated consultative customer service and problem-solving skills.* Ability to explain insurance coverage, identify customer needs, and recommend appropriate solutions.* Proven ability to build strong customer relationships and support long-term customer retention.* Excellent verbal and written communication skills.* Strong organizational and time management skills with the ability to manage multiple priorities.* Proficiency with agency management systems, CRM platforms, carrier portals, and Microsoft Office.**Preferred*** Experience supporting multiple insurance carriers.* Experience with comparative rating platforms and agency management systems.* Experience helping establish or improve customer service processes within a growing organization.* Demonstrated success identifying cross-sell opportunities while maintaining a customer-first, consultative approach.**Certificates, Licenses, Registrations****:*** Required: Active Property & Casualty (P&C) Insurance License.**Work Complexity:**Problems and issues faced are general, and require interpretation and some analysis of company policies and procedures to understand and resolve.**Work Environment****:**The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is normally performed in a typical interior office work environment which does not subject the employee to any hazardous or unpleasant elements. The noise level in the work environment is usually moderate.**Physical Demands****:**The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.**Equal Employment Opportunity:**The company is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws.**Americans with Disabilities Act:**Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law.**Job Responsibilities:**The statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. The company may change the specific job duties with or without prior notice based on the needs of the organization.