[Hiring] Customer Service Representative @Brown & Brown Insurance

Role Description

The Customer Service Representative will serve as a primary point of contact for customers, providing accurate information, resolving inquiries, and delivering an exceptional service experience. The ideal candidate is enthusiastic about helping others, demonstrates empathy and professionalism, and communicates effectively across multiple channels. Successful CSRs are adaptable, detail-oriented, and skilled at problem-solving, ensuring customer concerns are addressed efficiently and thoroughly.

• Respond to incoming customer inquiries via phone, chat, and email in a timely and professional manner.
• Assist current and prospective customers with policy interpretation, claims inquiries, and premium/billing-related matters.
• Review and interpret insurance policy terms to determine coverage eligibility.
• Clearly explain policy details and ensure customer understanding by confirming and clarifying information as needed.
• Handle requests related to coverage changes, account cancellations, and customer concerns.
• Identify customer needs and provide appropriate solutions to support retention and satisfaction.
• Investigate and resolve issues by gathering necessary information and utilizing available resources.

Qualifications

• High school diploma or equivalent required; associate degree or higher preferred.
• Minimum of 2 years of call center or customer service experience in a high-volume environment with performance metrics.
• Strong attention to detail with the ability to follow complex procedures accurately.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, Teams).
• Ability to navigate multiple systems and resources simultaneously while maintaining accuracy.
• Excellent verbal and written communication skills.
• Strong customer service orientation with professional phone and email etiquette.
• Ability to adapt quickly in a fast-paced, changing environment.
• Receptive to coaching and feedback with a commitment to continuous improvement.
• Strong organizational skills and the ability to type 40–50 words per minute.

Benefits

• Health Benefits: Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance
• Financial Benefits: ESPP; 401k; Student Loan Assistance; Tuition Reimbursement
• Mental Health & Wellness: Free Mental Health & Enhanced Advocacy Services
• Beyond Benefits: Paid Time Off, Holidays, Preferred Partner Discounts and more.

Pay Range

$19.00 - $19.00 Hourly

The pay range provided above is made in good faith and based on our lowest and highest annual salary or hourly rate paid for the role and takes into account years of experience required, geography, and/or budget for the role.