Customer Service Representative Job Description

Reports to: Christina Nuar, President


Rock Creek Insurance is a fast growing, customer-centric, independent property & casualty insurance brokerage.  The Customer Experience Representative plays a critical role in maintaining the agency’s high standard of customer service, while enhancing the agency’s efficiencies.  This position has two distinct responsibilities.  First, serving as the agency’s customer service representative (CSR).  Secondly, enhancing the agencies processes using technology and automation to make the agency more efficient and to continue to improve the customer experience.


  1. Answer the office phone and greet the caller with our warm agency welcome. 
  2. Verify and update contact information for all current clients.
  3. Handle any client service requests that come into the agency via phone, email, or request from an agency producer within 24 hours.
  4. Qualify agency prospects who call into the office and turn them over to a sales agent.
  5. Review and manage pending cancellation reports.
  6. Review renewal report sixty (60) days out and manage renewal changes as directed. 
  7. Re-market and re-write current clients at renewal as needed.
  8. Manage the client onboarding process for all new clients.
  9. Use QQ Catalyst, our Agency Management System, to document all interactions with clients.
  10. Respond to all carrier inquires. 
  11. Ensure all employees comply with agency processes and procedures
  12. Develop workflows to ensure high-quality service and compliance with agency standards.  Continuously refine standards, workflows, procedures and automation.
  13. Ensure office efficiency through continued efforts to better utilize agency systems for automation.
  14. Assist sales agents with quoting, applications and carrier research, as requested.
  15. Manage agency special projects, as they arise.
  16. Inventory and order office supplies, as needed. 


  1. Must be P&C insurance licensed
  2. Friendly and articulate on the phone.
  3. 3Exceptional organization skills, with the ability to create organizational processes. 
  4. The ability to “own” a project is critical for this role.  This position has very little “busy work”, but to think innovatively, always looking to improve the customer experience.
  5. Experience with QQ Catalyst or other agency management system is a plus.
  6. Experience in both personal and commercial insurance is a plus.
  7. Must be available to work 40 hours a week.

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