Commercial Lines Customer Service Representative - Phone Services

WCF Insurance•Sandy, UT

1d•Onsite

About The Position

WCF Insurance's small business team has an immediate opening for a full-time Commercial Lines Customer Service Representative - Phone Services who can demonstrate our core values of doing the right thing, being great at your job, and helping others succeed. The Commercial Lines Customer Service Representative - Phone Services provides excellent phone‑based support to small business owners who hold commercial insurance policies with WCF Insurance. As a commercial insurance carrier, WCF Insurance serves business owners seeking coverage to protect their operations, employees, and workplaces. Training is provided, including time to learn our systems, processes, and the fundamentals of commercial insurance. In this role, you'll handle inbound calls, assist with policy changes, complete follow‑ups, and support underwriting operations. The work is steady and varied, with an emphasis on accuracy, service quality, and clear communication. 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. Depending on business needs, this role may also assist with other service channels, including email, live chat, and the front desk, to ensure a consistent customer experience. This position is well‑suited for candidates with phone or office experience, as well as those early in their careers who are interested in learning commercial insurance and supporting small businesses in a professional environment.

Requirements

Strong communication and active listening skills
Professional, calm approach to customer concerns and de-escalation
Clear problem-solving and sound judgment
High attention to detail and documentation accuracy
Ability to explain information clearly and simply
Comfortable multitasking across systems
Reliable and consistent for scheduled coverage
Customer-focused mindset with strong follow-through
Comfort with performance metrics
Experience working with internal and external partners

Nice To Haves

Bilingual English and Spanish speaking preferred, but not required.

Responsibilities

Handle inbound calls
Assist with policy changes
Complete follow-ups
Support underwriting operations
Share reoccurring questions and feedback
Contribute to service improvements
Assist with other service channels, including email, live chat, and the front desk, to ensure a consistent customer experience