Commercial Lines CSR (Phoenix)

Insurance Agency Customer Service Rep-Commercial Lines

AZ Office

Job Description

POSITION OVERVIEW: $40,000 per year to $55,000 per year

This position is in office in Northeastern Phoenix near Scottsdale AZ and is NOT remote

The Commercial Insurance Customer Service Representative (CSR) plays a critical role in supporting our small business commercial clients by delivering exceptional service, maintaining policy accuracy, and ensuring a smooth client experience from onboarding through renewal.

This role partners closely with Producers to support businesses such as contractors, professional services, retail, hospitality, and other local enterprises. You’ll be the trusted point of contact helping business owners protect what they’ve built.

Core Duties and Responsibilities:

Client Service & Support

• Provide day-to-day service support for a portfolio of small business commercial accounts including a segment of house accounts
• Serve as a primary point of contact for commercial clients regarding policy changes, certificates, endorsements, and coverage questions
• Respond to client inquiries in a timely, professional manner
• Build strong, long-term relationships with clients through consistent, high-quality service

Policy & Account Management

• Process endorsements, renewals, audits, cancellations, and policy changes
• Prepare and issue certificates of insurance (COIs) and evidence of property insurance (EPIs)
• Review policies, confirms endorsements, and binders for accuracy
• Maintain complete and accurate documentation in the agency management system

Renewals & Marketing Support

• Assist with renewal preparation, including gathering underwriting information and documentation
• Support account managers and producers with marketing submissions and proposals
• Track follow-ups, suspense items, and carrier responses

Carrier & Internal Coordination

• Communicate with insurance carriers to obtain policy information, endorsements, and documentation
• Collaborate with producers, account managers, and internal teams to ensure seamless service delivery
• Escalate issues when appropriate to maintain client satisfaction

What You’ll Be Supporting

• General Liability
• Business Owners Policies (BOPs)
• Commercial Auto
• Workers’ Compensation
• Professional Liability (E&O)
• Property & Umbrella Coverage
• (Experience with small business package policies is a plus)

Qualifications & Skills

Required:

• Active Property & Casualty insurance license
• 2+ years of experience in commercial insurance service or account management
• Strong understanding of commercial insurance coverages and terminology
• Excellent organizational, communication, and customer service skills
• Ability to manage multiple priorities and meet deadlines
• Proficiency with agency management systems (AMS360 experience preferred)

Preferred:

• Experience within the independent agency model
• Familiarity with certificates, endorsements, and renewal workflows

Why Join Us?

• Collaborative, people-first culture
• Opportunity to work with experienced professionals in a growing agency
• Competitive compensation and benefits
• Career development and ongoing training opportunities

Who You Are

You’re a service-minded professional who takes pride in accuracy, responsiveness, and building trust. You enjoy supporting a team, solving problems, and helping clients protect what matters most.

Essential Physical Requirements

• Must be able to work from a sitting position for extended periods of time.
• Must be willing and able to work in front of a computer monitor for extended periods of time.
• Must be able to work on a standard computer keyboard for extended periods of time.
• Must be able to work in a cubical environment during the workday with limited or no distraction.

Employee Benefits Include:

• Medical Plan
• Dental Plan
• Vision Plan
• 401k
• Live Health Online
• Life Insurance
• Disability
• Supplemental Benefits
• No waiting period to use accrued PTO
• Training
• Employee Assistance Program
• National Discounts & much more!

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization