Customer Service Representative, Jacksonville

Customer Service Representative
The Customer Service Representative with an active Florida 4-40 license works in a sales-driven, multi-tasked, goal-oriented team environment, and is responsible for supporting incoming customer and broker interactions related to builders risk policy submissions, underwriting support, website navigation, guidelines, and general service inquiries.
This role manages high volumes of inbound communication across phone, chat, and email channels, while also conducting outbound calls from lead generation efforts, ensuring timely and accurate handling of service requests and processing of business transactions.
The representative performs key policy service functions, including endorsements, cancellations, and other servicing transactions, while providing general underwriting and product support.
This position requires the ability to work independently, exercise sound judgment, and demonstrate initiative to meet service level expectations, while delivering quality service and a high level of customer satisfaction within the InsuranceLink agency.
What will your job entail?
Job Responsibilities:
Serve as the first point of contact for customers within nationwide builder's risk and property programs, handling inbound/outbound calls, emails, and correspondence
Assist with policy servicing and support, including product inquiries, billing questions, and coverage explanations
Process insurance transactions under the supervision of a licensed agent, including submitting applications, providing quotes, issuing policies and certificates of insurance, processing endorsements, and assisting with claims reporting
Evaluate and prequalify client needs, educate customers on available products, and recommend appropriate coverage solutions
Gather and review client information, submit to appropriate carriers, and follow up to ensure timely quotes or policy issuance
Review quotes with clients in detail, explaining coverages, exclusions, and additional coverage options
Bind coverage when authorized, ensuring accuracy, completeness, and timely delivery of all policy and billing documentation
Manage ongoing servicing requests and ensure clients understand policy changes or updates
Maintain accurate and complete records in the agency management system, including documentation, correspondence, and transaction tracking
Support clients through the claims process, including first notice of loss and follow-ups
Required Experience & Qualifications:
Minimum 1+ year of insurance industry experience
Active Florida 4-40 license (required for consideration)
Florida 2-20 license strongly preferred (offers hybrid work eligibility)
Ryan Specialty is an Equal Opportunity Employer.
We are committed to building and sustaining a diverse workforce throughout the organization.
Our vision is an inclusive and equitable workplace where all employees are valued for and evaluated on their performance and contributions.
Differences in race, creed, color, religious beliefs, physical or mental capabilities, gender identity or expression, sexual orientation, and many other characteristics bring together varied perspectives and add value to the service we provide our clients, trading partners, and communities.
This policy extends to all aspects of our employment practices, including but not limited to, recruiting, hiring, discipline, firing, promoting, transferring, compensation, benefits, training, leaves of absence, and other terms, conditions, and benefits of employment.