Licensed Insurance Customer Service Rep

The McCullough Agency; Kettering (OH); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Paid Time Off (PTO)

Health Insurance

Dental Insurance

Vision Insurance

Hands on Training

Career Growth Opportunities

Retirement Plan

Life Insurance

Disability Insurance

Mon-Fri Schedule

Sick Leave

Vacation Leave

Job summary

The McCullough Agency in Kettering, OH is seeking an experienced, licensed insurance professional for a full-time in-office Customer Service Representative role. You will help customers understand their coverage, answer questions, and navigate policy changes with care.

This position emphasizes accuracy, efficiency, and proactive service, with opportunities to review accounts, address gaps, and connect customers with additional protection. Prior Allstate or agency experience preferred.

Qualifications

• Active Property & Casualty license is required.
• Strong customer service and communication skills.
• Excellent organizational and follow-through skills.
• Comfortable managing multiple customer needs and computer systems.
• Professional, dependable, and detail-oriented.
• Ability to explain insurance coverage in clear, everyday language.
• Comfortable identifying additional insurance needs when appropriate.
• Ability to work effectively as part of an in-office team.

Responsibilities

• Providing friendly, knowledgeable service by phone, email, and in person.
• Assisting customers with policy questions, billing, payments, coverage changes, renewals, and account updates.
• Reviewing customer accounts and identifying potential coverage gaps.
• Processing endorsements and policy servicing requests accurately and efficiently.
• Helping customers understand their insurance beyond mere transactions.
• Helping with initial steps of the claims process and connecting with resources.
• Proactively following up on outstanding service items and requests.
• Conducting or assisting with policy reviews.
• Identifying cross-sell and referral opportunities when appropriate.
• Maintaining accurate notes in agency systems.
• Working closely with sales and service teams for a seamless experience.
• Strengthening customer retention by resolving issues early.

Skills

Excellent communication

Customer service

Organizational skills

Attention to detail

Team collaboration

Explain insurance clearly

Multitasking with agency systems

Tools

Agency systems

Job description

Job Description

Great service isn't just answering a question. It's making sure the customer feels taken care of.

At The McCullough Agency, we're looking for an experienced, licensed insurance professional who genuinely enjoys helping people.

Our Customer Service Representative will be an important part of the relationships we build with our customers. You'll help people understand their coverage, solve problems, navigate policy changes, and make sure they know they have a team they can count on.

We're looking for someone who can balance exceptional customer service with efficiency, accuracy, and the ability to recognize when a customer may need additional protection.

This is an in-office position at our Kettering agency and is not a remote opportunity. An active Property & Casualty insurance license is required. Candidates with prior insurance agency and/or Allstate experience will receive priority consideration.

Benefits

• Paid Time Off (PTO)
• Health Insurance
• Dental Insurance
• Vision Insurance
• Hands on Training
• Career Growth Opportunities
• Retirement Plan
• Variable ScheduleLife Insurance
• Disability Insurance
• Mon-Fri Schedule
• Sick Leave
• Vacation Leave

Responsibilities

You'll be one of the people our customers rely on when they need help. Your responsibilities will include:

• Providing friendly, knowledgeable service by phone, email, and in person
• Assisting customers with policy questions, billing, payments, coverage changes, renewals, and account updates
• Reviewing customer accounts and helping identify potential coverage gaps
• Processing endorsements and policy servicing requests accurately and efficiently
• Helping customers understand their insurance rather than simply completing transactions
• Assisting customers with the initial steps of the claims process and helping connect them with the appropriate resources
• Proactively following up on outstanding service items and customer requests
• Conducting or assisting with policy reviews
• Identifying appropriate cross-sell and referral opportunities when customers may benefit from additional protection
• Maintaining accurate notes and documentation within agency systems
• Working closely with our sales and service team to provide a seamless customer experience
• Helping strengthen customer retention by building relationships and resolving issues before they become problems

Requirements

The right person for this role is someone who takes ownership.

You don't need to be reminded to follow up with a customer. You communicate clearly, stay organized when things get busy, and understand that sometimes the most important part of customer service is simply making sure the customer knows someone is handling their issue.

Required

• Active Property & Casualty insurance license
• Strong customer service and communication skills
• Excellent organizational and follow-through skills
• Comfortable managing multiple customer needs and computer systems simultaneously
• Professional, dependable, and detail-oriented
• Ability to explain insurance coverage in clear, everyday language
• Comfortable identifying additional insurance needs when appropriate
• Ability to work effectively as part of an in-office team

Preferred

• Previous experience working in an insurance agency
• Previous personal lines insurance experience
• Previous Allstate agency experience
• Experience servicing auto, home, renters, umbrella, and related personal insurance products
• Experience with policy reviews, retention, and account rounding