Customer Service Representative

**Company Description** Iron Rock Insurance is a growing insurance agencyr committed to delivering reliable coverage and responsive service to individuals, families, and businesses. The company focuses on building long-term relationships through clear communication, personalized solutions, and prompt support when customers need it most. Team members are encouraged to collaborate, share ideas, and contribute to continuous improvement in service quality and operational efficiency. Iron Rock Insurance values integrity, accountability, and customer-centric decision-making, creating an environment where employees can develop their skills and advance their careers. **Role Description** The Customer Service Representative role at Iron Rock Insurance is a full-time, on-site position based in Apollo Beach, FL. In this role, the representative responds to inbound inquiries from policyholders and prospective customers via phone, email, and other channels, providing clear information about policies, coverage options, and billing. The representative assists customers with policy changes, claims-related questions, account updates, and problem resolution, ensuring a positive and efficient experience. Day-to-day tasks include documenting interactions in internal systems, following up on open issues, coordinating with underwriting and claims teams, and adhering to company procedures and regulatory requirements. The role also involves identifying opportunities to improve customer satisfaction, offering appropriate products or services, and contributing to a supportive and professional office environment. **Qualifications** * Ability to deliver excellent customer service and support, with a focus on customer satisfaction and customer experience. * Experience working as a Customer Service Representative or in a similar customer-facing role, preferably within insurance or financial services. * Strong verbal and written communication skills, including active listening and clear, professional dialogue with diverse customers. * Good problem-solving and decision-making abilities, with attention to detail and accuracy in handling policies, accounts, and documentation. * Comfort using computer systems, CRM or call center software, and basic office applications to manage customer information and workflows. * Ability to manage multiple tasks, prioritize effectively, and remain calm and organized in a fast-paced environment. * High level of integrity, reliability, and accountability, with a commitment to maintaining confidentiality and following regulatory guidelines. * High school diploma or equivalent required; additional education or relevant certifications in insurance or customer service are beneficial. * Willingness to learn insurance products, company processes, and compliance requirements, and to participate in ongoing training.