Customer Service Agent

Authentic•Dayton, OH

2d•Remote

About The Position

Authentic helps insurance brokers create better insurance products for their clients. We provide the technology platform and behind-the-scenes support that lets brokers build custom insurance solutions for specific industries or customer groups. Think of us as the operating system that powers these specialized insurance offerings. For brokers, this means they can offer unique products their competitors don't have, earn more money, and spend less time on paperwork and administrative tasks. We handle the complex (technology, compliance, and partnerships with highly-rated insurance carriers), so they can focus on serving their customers and growing their business. Thoughtful individuals who demonstrate skills that reflect a proactive and strategic approach to problem resolution. This position is an excellent opportunity to advance quickly in the insurance industry. We support a diverse and inclusive atmosphere where everyone's individuality and the unique impact on the company is appreciated.

Requirements

Strong communication skills (written and verbal) and a customer-first mindset.
Organized and detail-oriented, with the ability to manage multiple tasks.
Interest in automation, chatbots, or customer support technology.
Comfortable using tech-forward tooling.
Proactive learner eager to contribute to both customer-facing and internal initiatives.
Prior customer service or client-facing experience is a plus.
Enjoys interacting and learning from our customers (small businesses).

Nice To Haves

Property & Casualty insurance license preferred but not required. Must be open to a path towards licensing.

Responsibilities

Policy Consulting & Servicing: Support new business quoting and application processes. Process policy changes, endorsements, cancellations, and reinstatements accurately and efficiently. Review and explain policy documents, declarations pages, and coverage details in clear, plain language. Support new business quoting and application processes in collaboration with underwriting.
Billing & Payment Support: Assist customers with billing inquiries, payment plan setup, and account reconciliation. Process payments, issue refunds, and resolve billing discrepancies in a timely manner. Communicate upcoming renewals, premium changes, and payment due dates proactively.
Customer Satisfaction & Relationship Building: Deliver a consistently outstanding customer experience across all interactions — phone, email, and chat. Follow up on open issues and ensure resolution to the customer's satisfaction. Gather and document customer feedback to surface trends and improvement opportunities. Build long-term relationships with policyholders and agent partners to drive retention and loyalty. Escalate complex or sensitive issues to senior staff with full context and recommended next steps.
General Operations: Maintain accurate and thorough records of all customer interactions in our CRM system. Adhere to state insurance regulations, compliance guidelines, and company policies. Participate in ongoing training, team meetings, and quality assurance reviews. Support cross-functional initiatives and collaborate with underwriting, claims, and billing teams.