Customer Service Representative

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Job Title: Customer Service Agent (Bilingual Spanish/English)

About the Company:

Our client provides commercial insurance services, focusing on supporting clients with their policy needs, renewals, and claims. They utilize a CRM system for efficient client and carrier management.

Job Description:

Our client is seeking a bilingual Spanish/English Customer Service Agent to provide support for commercial insurance accounts. This role involves handling inbound customer service inquiries, managing servicing requests, renewals, endorsements, Certificates of Insurance (COIs), claims follow-ups, carrier communication, and CRM management.

The primary objective is to deliver excellent client support, ensuring timely and accurate processing of all requests and maintaining detailed documentation within the EZLynx system. Approximately 80-85% of clients are Spanish-speaking.

Responsibilities of the role:

• Answer inbound calls and respond to client emails.

• Handle routine policy, document, payment, and status requests.

• Support quoting processes and follow up with clients and carriers.

• Manage the renewal workflow.

• Process Certificates of Insurance and endorsements.

• Follow up on claims, billing, and cancellation notices.

• Communicate directly with carriers and wholesalers.

• Maintain complete documentation in EZLynx.

Required Experience and Qualifications:

• Bilingual proficiency in Spanish and English.

• Experience in customer service, preferably within the insurance industry.

• Familiarity with commercial insurance accounts is a plus.

Preferred Skills:

• Experience with EZLynx.

• Ability to manage multiple tasks and prioritize effectively.

• Strong communication and interpersonal skills.

Personality:

• Client-focused and service-oriented.

• Detail-oriented and organized.

• Proactive and able to work independently.

Software & Tools:

• EZLynx

• Google Voice

• Gmail

• Carrier and wholesaler portals (e.g., Progressive, CNA, Travelers, Hartford, Liberty, CRC)

Schedule:

20 hours per week

Preferred coverage: 10:00 AM–2:00 PM ET

Salary and Benefits:

• Payment in USD or Local Currency according to candidate's preference.

• Full-time remote opportunity.