Customer Service Agent

Summary: Integrated Specialty Coverages, LLC (ISC) is a growth stage technology and data-driven commercial MGA and insurance wholesaler leading innovation in the market. As a Customer Service Agent at ISC, you will provide phone support, manage customer databases, and assist clients to ensure a positive experience. Responsibilities: - First call resolution – Greet and triage inbound customer calls or promptly return customer voicemail inquiries. Address their needs, troubleshoot issues, and provide clear guidance to support a successful customer experience - Provide customer account support – Offer accurate policy and license information, process non-premium policy changes such as name, address, and contact updates, handle cancellations and reinstatement requests, and maintain detailed records and source documents in our agency management system - Guide customers through the claim process – Assist customers during claim intake. Offer insight on timelines and identify key contacts they can expect to work with throughout the review - Prepare and distribute certificates of insurance – Ensure accuracy and completeness when delivering verification of coverage to customers and third parties - Partner with agents and customers – Ask thoughtful, probing questions to gather essential information, support smooth team communication, and ensure efficient call transfers when needed - Assist with policy maintenance and data accuracy – Support routine updates to customer and policy records, ensure clean data entry into the agency management system, and help identify and correct inconsistencies or outdated information to maintain high-quality records across all service workflows Required Qualifications: - High School Diploma or general education degree (GED) - 1 year in a clerical customer service-related field - 1 year utilizing Microsoft Office and/or digital CRM software - Strong written and verbal communication skills - A customer service oriented approach to your work - Kindness, integrity and respect for all people - A genuine care and concern for detail & accuracy - Ability to remain calm in a dynamic, fast-paced environment - Willing to work onsite in our Sacramento office Monday-Friday Required Skills: Microsoft Office, CRM software, Customer database management, Customer service orientation Benefits: Employee Ownership Program - every eligible employee shares in the financial rewards that grow when the company grows, Professional development opportunities, Owner Referral Program, Work from home reimbursement for remote/hybrid roles, Canary emergency financial assistance program, Comprehensive medical, dental, vision, Life/AD&D Insurance, Confidential, Employee Assistance Program, Health Savings Account, includes company contribution, Short-term disability, Voluntary benefits - supplemental accident, critical illness, hospital insurance, Employee discounts, 401(k) Plan with company match contribution, Addition Wealth Financial Wellness Program, Various Time Off Programs, 11 company paid holidays