Customer Service Representative

Jessica Connally Farmers Insurance; Monterey (CA); On-site; USD 38,000 - 54,000; Full time

Benefits offered by this job

Paid Time Off (PTO)

Mon-Fri Schedule

Job summary

Connally Insurance Agency in Monterey, CA seeks a courteous Customer Service Representative to support clients with policy questions, billing, and claims guidance. You will handle calls, emails, and service requests, ensuring accuracy and care in every interaction.

Ideal candidates bring a warm, patient demeanor, strong communication, and the ability to manage multiple tasks calmly. Office experience and computer system fluency are preferred, with a Mon-Fri schedule and PTO benefits.

Qualifications

• We are seeking warm, patient individuals who enjoy helping people.
• Experience with customer service in a busy office setting is preferred.
• Ability to navigate multiple systems and stay organized.

Responsibilities

• Answer client calls, emails, and service requests with warmth and professionalism.
• Assist clients with policy changes, billing questions, payments, and documents.
• Process endorsements and policy updates accurately and promptly.
• Communicate with carriers to resolve service issues on behalf of clients.
• Help clients navigate claims by connecting them with carrier resources.
• Maintain detailed notes in agency systems.
• Support renewals, cancellations, and other policy-related requests.
• Collaborate with team to ensure clients are taken care of during busy periods.

Skills

Communication

Customer service

Calm under pressure

Team player

Tools

CRM software

Job description

Job Description

Connally Insurance Agency | Monterey, CA

We’re looking for a genuinely kind, capable person to join our team as a Customer Service Representative.

This role is perfect for someone who loves helping people, stays calm when things get busy, communicates well, and takes pride in getting things done correctly. You’ll work directly with our clients, helping with policy questions, changes, billing, claims guidance, and the everyday needs that come with taking great care of an insurance customer.

What we care about most:

• You are warm, patient, and genuinely enjoy helping people.
• You stay calm and organized when there are multiple things happening at once.
• You communicate clearly and professionally.
• You’re dependable and follow through.
• You’re comfortable learning new systems and asking questions.
• You want to be part of a team where people work hard, help each other, and actually like one another.

Insurance experience is helpful, but the right personality, work ethic, and attitude matter enormously to us. We can teach insurance. We’re looking for someone who naturally takes great care of people.

Benefits

• Paid Time Off (PTO)
• Mon-Fri Schedule

Responsibilities

Answer incoming client calls, emails, and service requests with warmth and professionalism.

Assist clients with policy changes, billing questions, payments, documents, ID cards, and general coverage questions.

Process endorsements and policy updates accurately and promptly.

Communicate with insurance carriers on behalf of clients to resolve service issues.

Help clients navigate claims by providing guidance and connecting them with the appropriate carrier resources.

Review policies for accuracy and identify items requiring follow-up.

Maintain detailed, accurate notes and documentation in agency systems.

1. Track outstanding service items and follow through until they are fully resolved.
2. Assist with renewals, cancellations, reinstatements, and other policy-related requests.
3. Identify opportunities to improve a client’s coverage and refer appropriate needs to the sales team.
4. Work collaboratively with other team members to make sure clients are taken care of, even during busy periods.
5. Handle sensitive client information with professionalism and confidentiality.
6. Learn and maintain knowledge of insurance products, carrier procedures, and agency workflows.
7. Most importantly: make clients feel heard, helped, and genuinely cared for.

Requirements

Connally Insurance Agency is a busy, growing local insurance agency serving clients throughout Monterey County and California. Our team is collaborative, supportive, hardworking, and exceptionally kind. We want someone who is looking for more than just their next job. We want someone who wants to become part of the team.

It is a requirement that you have computer experience and are fully able to manage multiple customer management systems and a phone system. Previous office experience in some capacity is a must.