Commercial Lines Customer Service Representative - Front Desk & Chat

WCF Insurance•Sandy, UT

2d•Onsite

About The Position

The Commercial Lines Customer Service Representative - Front Desk & Chat provides real‑time service in both English and Spanish to small business owners who hold commercial insurance policies with us. As a commercial insurance carrier, our customers are business owners who rely on us to protect their operations, employees, and workplaces. Training is provided, and you'll learn how commercial insurance works and how your role fits into the larger business process. You'll support customers through live chat, walk‑ins, and new business submissions; assist underwriting with accurate intake and documentation; and help policyholders with policy changes, payments, and requests. The work you do in this role directly supports underwriting decisions and impacts our ability to write and retain business. In addition to daily customer support, each Small Business Assistant is assigned ownership of a specific area of the customer service experience. You'll share reoccurring questions and feedback and contribute to service improvements. During lighter call volume, time is used for follow‑ups, queue support, and maintaining service quality. This role is best suited for someone who takes ownership of their work, understands the importance of accuracy and follow‑through, and stays engaged even during slower periods. While some time is spent assisting customers in real time, there is also independent work that requires initiative, attention to detail, and a strong sense of responsibility.

Requirements

Bilingual English and Spanish speaking is required.
Strong communication and active listening skills.
Professional, calm approach to customer concerns and de‑escalation.
Comfort managing multiple chat conversations at once; Fast typing speed.
Strong attention to detail and accurate data intake.
Ownership mindset.
Data accuracy and careful intake of customer information.
Polished, professional presence with walk‑in customers.
Strong time management and self‑organization.
Calm and adaptable in fast‑paced or high‑interrupt environments.
Tech‑savvy with chat tools and CRM systems.

Nice To Haves

Internal candidates should have 6 months in their current position, acceptable job performance, and must notify their current supervisor that they have applied for the position.

Responsibilities

Provides real‑time service in both English and Spanish to small business owners who hold commercial insurance policies.
Supports customers through live chat, walk‑ins, and new business submissions.
Assists underwriting with accurate intake and documentation.
Helps policyholders with policy changes, payments, and requests.
Shares reoccurring questions and feedback and contributes to service improvements.
Uses lighter call volume time for follow‑ups, queue support, and maintaining service quality.