Commercial Lines - Client Service Representative (CSR)

COVU

82d • $40,000 - $60,000

About The Position

COVU is an innovative technology-focused company that’s disrupting the insurance industry. By delivering a great customer experience through a blend of technology, real-time service, and sales support, COVU ensures that agencies thrive and remain competitive in the evolving landscape. The agency's approach leads to higher retention, increased cross-sales, and greater profitability for its owner(s), while enabling producers to focus on selling to higher-value customers. We value: Entrepreneurship (Ownership): We foster a culture of ownership and initiative, encouraging our team to lead with an entrepreneurial spirit. Beyond Expectation (Surprise & Delight): We aim to consistently exceed expectations, creating memorable experiences that surprise and delight our clients and partners. Urgency (Speed, Learn, Adapt): We operate with a sense of urgency, embracing speed, continuous learning, and adaptability as we navigate the dynamic landscape of risk and insurance. Trust (Reliability): At the heart of COVU is trust. We are committed to building and maintaining trust through reliability in all our interactions and solutions.

Requirements

• 3+ years in insurance or contact center experience — must demonstrate independence and self-management in remote work.
• Familiarity with multiple AMS platforms (Epic, AMS360, HawkSoft, EZLynx, etc.)
• Licensed in Property & Casualty.
• Strong multitasking ability, attention to detail, and follow-through discipline.
• Confident handling high-volume inbound calls without micromanagement.
• Excellent written and verbal communication skills; clear English proficiency.

Nice To Haves

• Exposure to national accounts or multi-state servicing is a plus.

Responsibilities

• Process endorsements, audits, rating submissions, and policy changes accurately and within deadlines.
• Serve as the first point of contact for inbound client calls, addressing basic coverage or policy questions and routing complex queries to the Account Manager or Account Executive.
• Work daily in Agency Management Systems (AMS) to access policy details, update records, and maintain data accuracy.
• Track, follow up, and close out service tickets using workflow tools and AMS task queues.
• Manage customer interactions with professionalism — over phone, email, and internal notes.
• Partner with Account Managers and Account Executives to maintain high retention and customer satisfaction.
• Lead offshore teammates in processing tasks, checking outputs, and maintaining quality control.
• Identify repetitive or automatable tasks that could be delegated or optimized through technology or AI.

Benefits

• $40,000 – $60,000 base + Team Performance Bonus
• Remote work opportunity

What This Job Offers

• Number of Employees: 51-100 employees