Licensed Customer Service Representative

Cha & Associates, Inc. - American Family Insurance; Madison (WI); Hybrid; USD 42,000 - 60,000; Full time

Benefits offered by this job

Work from Home Hybrid Opportunities

Health Insurance stipend

Bonus based on performance

Opportunity for advancement

Paid time off

Training & development

Job summary

Cha & Associates, Inc. - American Family Insurance in Madison, WI is seeking a Licensed Customer Service Representative. You will balance customer service with consultative sales, serving existing clients and identifying cross-selling opportunities.

The role can be in-office or hybrid. Responsibilities include handling inquiries, policy changes, renewals, billing questions, and educating clients on coverage options, with a focus on delivering exceptional service and building lasting

Qualifications

• Active Property & Casualty Insurance License required.
• Previous insurance agency experience strongly preferred.
• Experience in customer service with an ability to identify sales opportunities.
• Excellent communication and active listening skills.
• Friendly, professional, and relationship-focused.
• Strong attention to detail and organizational skills.
• Comfortable discussing insurance solutions and making recommendations.
• Self-motivated with a positive, solution-oriented attitude.
• Able to manage multiple priorities in a busy agency environment.
• Comfortable using computers, agency management systems, and other technology.
• Team-oriented and committed to providing an excellent customer experience.

Responsibilities

• Provide exceptional service to clients by phone, email, and in person.
• Assist with policy changes, renewals, billing questions, claims support, and coverage updates.
• Conduct policy reviews to understand changing customer needs.
• Identify coverage gaps and recommend appropriate insurance solutions.
• Cross-sell additional products based on customer needs.
• Follow up with customers to ensure satisfaction and strengthen relationships.
• Educate clients about coverage options, discounts, and policy features.
• Process policy transactions accurately and maintain detailed customer records.
• Identify referrals and new business opportunities when appropriate.
• Collaborate with the team to achieve agency service and sales goals.

Skills

Active Property & Casualty License

Customer service

Sales opportunity identification

Communication skills

Job description

Benefits:

• Work from Home Hybrid Opportunities
• Heath Insurance stipend
• Bonus based on performance
• Opportunity for advancement
• Paid time off
• Training & development

Build Relationships. Deliver Great Service. Grow Your Career.

Are you a licensed insurance professional who enjoys helping customers, solving problems, and building lasting relationships? Do you like the idea of providing exceptional service while also identifying opportunities to help clients improve their insurance protection?

Cha & Associates American Family Insurance is seeking a Licensed Customer Service Representative to join our team in Madison, WI. This role offers a strong balance of customer service and consultative sales, with approximately 60% of your time focused on servicing existing clients and 40% focused on identifying cross-selling and new business opportunities. Position can be all in-office or hybrid in-office/work-from-home!

Why Join Cha & Associates?

• Competitive base salary plus commission and bonus opportunities.
• Established American Family Insurance agency with a loyal client base.
• Supportive, collaborative, team-oriented environment.
• Ongoing training and professional development.
• Opportunities for career advancement.
• The opportunity to make a meaningful difference in customers' lives.

What You'll Do

You’ll serve as a trusted resource for existing clients while recognizing opportunities to provide additional value through thoughtful, needs-based insurance conversations.

Responsibilities:

• Provide exceptional service to clients by phone, email, and in person.
• Assist with policy changes, renewals, billing questions, claims support, and coverage updates.
• Conduct policy reviews to understand changing customer needs.
• Identify coverage gaps and recommend appropriate insurance solutions.
• Cross-sell additional products based on customer needs.
• Follow up with customers to ensure satisfaction and strengthen relationships.
• Educate clients about coverage options, discounts, and policy features.
• Process policy transactions accurately and maintain detailed customer records.
• Identify referrals and new business opportunities when appropriate.
• Collaborate with the team to achieve agency service and sales goals.

What We're Looking For

• Active Property & Casualty Insurance License required.
• Previous insurance agency experience strongly preferred.
• Experience in customer service with an ability to identify sales opportunities.
• Excellent communication and active listening skills.
• Friendly, professional, and relationship-focused.
• Strong attention to detail and organizational skills.
• Comfortable discussing insurance solutions and making recommendations.
• Self-motivated with a positive, solution-oriented attitude.
• Able to manage multiple priorities in a busy agency environment.
• Comfortable using computers, agency management systems, and other technology.
• Team-oriented and committed to providing an excellent customer experience.

Who Thrives in This Role?

This position is a great fit for someone who understands that great service and great sales go hand in hand. You’ll spend much of your day helping existing customers, but you’ll also have the opportunity to identify ways to better protect them and grow the agency through meaningful, needs-based conversations.

Flexible work from home options available.