Customer Service Representative

• Handle inbound customer inquiries via phone, email, or chat
• Resolve customer issues and policy-related questions; escalate complex cases as needed
• Follow up on open items and close every customer interaction properly
• Navigate AMS 360 to access, update, and manage customer and policy records
• Process policy changes, endorsements, renewals, and cancellations in AMS 360
• Ensure data integrity and flag discrepancies for review
• Generate reports and retrieve information from AMS 360
• Maintain organized records and documentation for customer interactions
• Support internal teams with data entry, record updates, and workflow coordination
• Identify recurring customer issues and surface them for process improvement
• Complete the application process, including prequalifying questions, video introduction, possible role-specific assessment, interviews, and background/reference checks

• 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
• Updated resume required for application
• Short Loom video (1 to 2 minutes) introducing yourself, describing AMS 360 experience, and explaining how you handle a high-volume or complex customer service situation
• Only candidates who submit a Loom video will be moved to the next step
• Nice to have: experience in a licensed insurance agency or brokerage environment
• Nice to have: familiarity with personal lines, commercial lines, or benefits insurance policy types
• Nice to have: experience with other agency management systems alongside AMS 360

• Paid Time Off in accordance with company policy
• Observance of Holidays per company guidelines
• 100% remote setup
• Stable, client-facing role with clear ownership over customer interactions
• Direct impact on client satisfaction and retention
• Paid in USD on a bi-monthly schedule (every 15th and 30th)