Handle inbound customer inquiries via phone, email, or chat professionally and promptly
Resolve customer issues, answer policy-related questions, and escalate complex cases as needed
Follow up on open items and ensure every customer interaction is closed properly
Maintain a professional, clear, and empathetic communication style across all channels
Navigate AMS 360 to access, update, and manage customer and policy records accurately
Process policy changes, endorsements, renewals, and cancellations within the system
Ensure data integrity across all records and flag discrepancies for review
Generate reports and pull information from AMS 360 to support internal and client needs
Maintain organized records and documentation for all customer interactions
Support internal teams with data entry, record updates, and workflow coordination
Identify recurring customer issues and surface them to the team for process improvement

Proven experience working with AMS 360 in a professional capacity
Background in insurance agency operations, customer service, or a related field
Strong written and verbal communication skills in English
High attention to detail and accuracy in data entry and record management
Organized, self-sufficient, and comfortable managing multiple open cases simultaneously
Comfortable working fully remotely with minimal oversight

Customer Service Representative

Key skills