Customer Service Representative

Otter Insurance Agency; Spokane (WA); On-site; USD 36,000 - 54,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

Disability Insurance

Hands on Training

Mon-Fri Schedule

Career Growth Opportunities

Retirement Plan

Evenings Off

Personal Growth Budget

Paid Time Off (PTO)

Job summary

Otter Insurance Agency in Spokane seeks a fast-moving, client-facing team member who can help customers with insurance questions, process requests, and provide resources. You will handle calls, emails, and messages while staying organized and delivering excellent service.

You don't need to know insurance on day one—we'll train you. If you enjoy helping people, solving problems, and learning continuously, this role offers growth and a steady learning curve in a collaborative environment.

Qualifications

• Minimum 12 months of recent customer-facing service experience.

Responsibilities

• Create a helpful and engaging experience for people calling or visiting our office.
• Answer calls and assist with policy changes and scheduling appointments.
• Process mail, general email and text requests.
• Respond to all requests within the designated turnaround time.
• Diligently document all communications with notes and details.
• Enthusiastically solve problems, use common sense, and self-manage.
• Grow into handling complex customer service and support the VA Team.
• Pursue training, education, development opportunities, and team events.
• Partner with management to design quarterly goals and focus.

Skills

Customer service

Job description

Job Description

Chances are you have insurance, and have someopinion, or no memory at all, about that encounter.Our mission is to transform the insurance experience from ''transactional'' to an engaging and memorable connection!#insurancedoesntsuck

The high points:

• Insurance offers long-term career stability, growth opportunities, competitive compensation and bonus opportunities.
• Schedule: Monday–Friday, 9:00am–4:30pm.
• Our culture is high-accountability and high-support. We work hard, help each other when things get busy, communicate directly, treat people well and take ownership of our responsibilities. Work hard, play hard, be accountable, be kind
• We invest in team meetings, professional development, book studies, goal setting and community involvement.

What this job is really like:

This is a fast-moving, client-facing role. You'll regularly move between phone calls, client requests, emails and texts, documentation and follow-up tasks. Priorities can change throughout the day, and clients often contact us because they need direction.

You don't need to know insurance on day one - we'll help you learn it. But you do need to enjoy being busy, helping people, solving problems and learning constantly.

If you thrive in an environment where you're trusted to take ownership, stay organized and accomplish a lot in a day, you'll probably love this role. If you prefer long stretches of uninterrupted work or a highly predictable workload, this probably isn't the right fit.

YOU WILL EXCEL IN THIS ROLE IF:

• You have high standards for yourself and your work.
• Personal and professional growth matter to you.
• You can pivot between competing priorities without losing track of details.
• You naturally look for solutions rather than waiting to be told what to do.
• You take pride in creating a positive client experience, even when the person you're helping is frustrated.
• You welcome feedback and use it to improve.
• You're looking for more than your next job; you want somewhere you can grow long term.

Benefits

• Health Insurance
• Dental Insurance
• Vision Insurance
• Disability Insurance
• Hands on Training
• Mon-Fri Schedule
• Career Growth Opportunities
• Retirement Plan
• Evenings Off
• Personal Growth Budget
• Paid Time Off (PTO)

Responsibilities

• Create a helpful & engaging experience for people calling or visiting our office.
• Answering phone calls and assisting with a range of requests for policy changes, proof of insurance, providing resources, scheduling client or prospect appointments, general questions. Goal is handling 100+ phone calls per week.
• Process mail, general email and text requests.
• Respondto all requests within the designated turnaround time.
• Diligently document all communications (aka obsessively fanatical about notes & details)
• We trust you to enthusiastically solveproblems, usecommon sense and confidentlyself-manage.
• With growth and experience, begin to handle complex customer service and support our VA Team.If sales or account management speaks your language, that can be considered in your growth plan.
• Pursue and attend training, education, development opportunities, and team community events.
• Partner with management to design your quarterly goals and focus.

Requirements

• Minimum 12 months of recent customer-facing service experience.
• Property & Casualty Insurance License required within 30 days of hire. Not licensed yet? We’ll provide time and support during your first month to complete the licensing process. Candidates are responsible for approximately $200–$250 in upfront course and exam costs, which are eligible for reimbursement.
• Ability to successfully complete required background checks.
• Strong verbal and written communication skills.
• Comfortable handling a high volume of phone calls and frequent interruptions throughout the workday.
• Strong organizational skills with demonstrated attention to detail and follow-through.
• Comfortable learning and working in multiple computer systems and technology platforms.
• Able to prioritize independently and adjust quickly when priorities change.
• Willingness to ask questions, receive feedback and apply coaching.
• Demonstrated problem-solving ability and willingness to take initiative.
• Dependable, accountable and able to work effectively both independently and as part of a team.