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Role Description

BTIS is seeking a Customer Service Representative I to support our nationwide network of agents. In this role, you’ll deliver timely, accurate service while collaborating closely with internal teams to meet SLAs, performance metrics, and quality standards. No two days are the same—you’ll stay engaged assisting agents and carriers through phone, email, and chat in a fast-paced, high-volume environment.

• Provide routine customer service and policy support to agents and carriers by answering questions regarding coverage, rates, billing issues, and general policy reviews.
• Communicate with agents and carriers via multiple channels (phone, chats, emails) while navigating multiple systems and platforms.
• Research, resolve, and clearly communicate customer inquiries in accordance with established service standards, escalating issues as appropriate.
• Maintain a working knowledge of products, services, and promotions.
• Review and process applications, binders, endorsements, and other documentation required for policy issuance, including time-sensitive requests.
• Complete required forms and documentation and accurately record all customer interactions and transactions in the CRM system.
• Organize and maintain policy files to ensure proper documentation management.
• Assist with the creation, documentation, and continuous improvement of processes.
• Collaborate with team members and cross-functional partners to ensure accurate and timely completion of work.
• Provide excellent customer service to both internal and external partners.
• Perform other duties as may be assigned.

Qualifications

• High school diploma or equivalent.
• Strong written and verbal communication skills, with confidence handling customer interactions.
• Recognizes the importance of maintaining high standards in service delivery.
• Ability to evaluate policy information, recognize potential issues, and take appropriate action to resolve them.
• Proficiency in Microsoft Office and web-based systems, with the ability to quickly learn new tools and navigate multiple systems simultaneously.
• Remote-ready mindset: self-motivated, organized, and able to manage priorities independently.
• Ability to troubleshoot basic issues with equipment such as headset, internet, and connectivity.

Requirements

• This is an entry-level CSR role. While commercial insurance or related customer service experience is a plus, it’s not required, as we provide training and ongoing support to help you succeed.
• We also welcome experienced candidates from the commercial insurance industry who are ready for a new challenge and eager to grow their career. For the right candidate, a more senior-level role may also be available.

Benefits

• Competitive pay ranging from $18 to $22 per hour, depending on location, experience, skills, and job-related knowledge.
• Candidates with workers’ compensation insurance experience may be eligible for higher pay.
• Comprehensive benefits include medical, dental, vision, disability, and life insurance; 401(k) with company match; and paid time off plus company holidays.

Remote Work Requirements

• A quiet, distraction-free workspace conducive to professional calls and virtual collaboration.
• Strong self-motivation and the ability to manage tasks and deadlines without direct supervision.
• A stable internet connection is required to stay connected and complete remote tasks.

Work Authorization

• Employer work visa sponsorship and support are not provided for this role. Applicants must be currently authorized to work in the United States at hire and must maintain authorization to work in the United States throughout their employment with our company.