Customer Service Assistant

SUMMARY:

The Customer Service Assistant provides exceptional customer service and administrative support for Commercial Carriers Insurance Agency (CCIA), a retail truck insurance agency. This role serves as a key point of contact for current and prospective clients, handling phone and email inquiries, supporting policy servicing activities, and performing data entry and other administrative tasks to ensure a seamless customer experience.

Due to the specialized nature of this role, prior experience working in a commercial insurance agency environment is highly desirable. Experience within a commercial trucking insurance agency is preferred; however, candidates with commercial transportation insurance experience will also be strongly considered.

This is a remote position with occasional day and overnight travel required to our La Palma, CA office.

RESPONSIBILITIES/TASKS:

• Take client phone calls and communicate policy change requests to Team Members.  
• Issuing Certificates of insurance for our clients. 
• Inputting potential business in our core C1 system as well as various online platforms. 
• Creating of policy files in Image Right System. 
• Daily / weekly filing of correspondence to Image Right System.
• Process client payments in C1 system, assisting with payments made to Liberty Premium finance via the PBS billing system
• Works effectively on the assigned team.
• System/Software Skills – Must learn all systems and stay current with changes and updates.
• Conduct limited research when necessary.
• Successfully completes basic job specific training as defined in the Policy Services Training Matrix within the first three months of employment.
• Continually maintains 98% or above quality.
• Continually maintains 85-115% metric score with 80-100% time on task.
• Maintains an 80% or above customer service score.
• Ability to interact with others in a professional manner.

This position description identifies the responsibilities and tasks typically associated with the performance of the position.  Other relevant essential functions may be required.

EMPLOYMENT QUALIFICATIONS:

EDUCATION:

• High School Diploma is required.

EXPERIENCE

• Prior experience in customer service, data entry, administrative and/or clerical role, is preferred.
• Retail Truck Insurance Agency experience preferred.
• Commercial transportation or commercial Auto experience may be considered.

SKILLS/KNOWLEDGE/ABILITIES (SKA) REQUIRED: 

• Proficient in Microsoft Office skills including Word, Excel, Outlook and Power Point.
• After one year of employment, take required courses and pass state exam to receive California Property  and Casualty License.
• Professional demeanor, customer service skills and problem-solving abilities are critical to this position.
• Able to understand and carry out instructions.
• Detail oriented.
• Flexible and able to multi-task assignments.

WORKING CONDITIONS:

As a remote employee, work is performed both at home and occasionally in our La Palma, CA agency office setting, with no unusual hazards. During the training period, the employee may be required to visit La Palma more frequently. After training, the position will transition to remote with in-office attendance required as directed by the manager.

* Office Location:

AF Group – La Palma Campus
4 Centerpointe Drive, Suite 300 
La Palma, CA 90623 
www.cciainsurance.com

The qualifications listed above are intended to represent the minimal skills and experience levels associated with performing the duties and responsibilities contained in this position description.  The qualifications should not be viewed as absolute standards, but as general guidelines that should be considered with other position-related criteria.

Pay Range: Actual compensation decision relies on the consideration of internal equity, candidate’s skills and professional experience, geographic location, market, and other potential factors. It is not standard practice for an offer to be at or near the top of the range, and therefore a reasonable estimate for this role is between $34,700 and $64,000.

We are an Equal Opportunity Employer. We will not tolerate discrimination or harassment in any form. Candidates for the position stated above are hired on an "at will" basis.  Nothing herein is intended to create a contract.

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