Insurance Customer Service Representative – Remote Client Relations, Sales Enablement, and Problem‑Resolution Specialist

About Insurance Company of Florida – A Trusted Partner in Protection

Insurance Company of Florida.com LLC is a leading, fully licensed brokerage headquartered in Wesley Chapel, Florida, with a proud history of delivering personalized insurance solutions to individuals, families, and businesses throughout the Sunshine State. Our mission is to simplify the insurance journey by pairing clients with top‑rated carriers, ensuring they receive the most comprehensive coverage at the best possible price. As a community‑focused organization, we blend local expertise with national carrier relationships, providing a unique blend of personalized service and broad market access.

Our rapid expansion into the Bonita Springs area reflects our commitment to growth, innovation, and an unwavering dedication to customer satisfaction. Joining our team means becoming part of a forward‑thinking, collaborative environment where every employee helps shape the future of insurance in Florida.

Why This Role Is a Game‑Changer for Your Career

We are seeking a dynamic, customer‑centric professional who thrives in a remote setting and is eager to make a tangible impact on our clients’ lives. As a Remote Insurance Customer Service Representative, you will be the voice of the company, bridging the gap between policyholders and our network of carriers. This position offers a hybrid of relationship building, sales enablement, and problem‑solving, giving you the chance to develop a versatile skill set that is highly valued across the insurance industry.

Key Responsibilities – Your Daily Impact

• Customer Interaction: Manage a high volume of inbound calls, emails, and live‑chat sessions, providing timely, accurate, and courteous assistance to policyholders and prospective clients.
• Needs Assessment: Conduct thorough discovery conversations to identify client risks, coverage gaps, and financial objectives, then recommend appropriate insurance solutions.
• Lead Generation & Qualification: Generate and qualify sales leads through active listening, probing questions, and cross‑selling opportunities, feeding qualified prospects to the sales team.
• Relationship Building: Cultivate lasting relationships with clients by delivering personalized service, follow‑up calls, and proactive outreach to ensure ongoing satisfaction and renewal potential.
• Problem Resolution: Investigate and resolve complex policy inquiries, claim status updates, and billing disputes, escalating to senior specialists when necessary while maintaining ownership until closure.
• Documentation & Data Integrity: Accurately log all interactions in our CRM system, update client records, and file supporting documentation to maintain compliance and data quality.
• Policy Education: Explain coverage options, policy terms, and regulatory requirements in plain language, empowering clients to make informed decisions.
• Performance Targets: Meet or exceed individual and team metrics, including call handling time, first‑call resolution, sales conversion rates, and customer satisfaction scores.
• Continuous Improvement: Provide actionable feedback collected from clients to internal teams, contributing to product enhancements, training programs, and process optimizations.
• Team Collaboration: Participate in virtual huddles, knowledge‑sharing sessions, and cross‑functional projects to foster a culture of collective success.

Essential Qualifications – What You Must Bring

• Experience: Minimum of 2 years of proven experience in a customer service, call‑center, or client‑facing role within the insurance or financial services sector.
• Performance Record: Demonstrated ability to exceed quota or performance targets, with quantifiable results (e.g., sales conversion, satisfaction scores).
• Communication Skills: Exceptional verbal and written communication, with a talent for active listening, empathy, and clear explanation of complex concepts.
• Technical Proficiency: Comfortable navigating CRM platforms (e.g., Salesforce, HubSpot) and familiarity with insurance quoting tools, policy management systems, and basic office software.
• Problem‑Solving Ability: Strong analytical mindset, capable of diagnosing issues, researching solutions, and delivering resolutions within defined service level agreements.
• Organizational Skills: Ability to multitask, prioritize high‑impact activities, and manage time efficiently in a fully remote environment.
• Education: High school diploma or equivalent; associate or bachelor’s degree in business, communications, or a related field is a plus.
• Eligibility: Legal authorization to work in the United States.

Preferred Qualifications – What Will Set You Apart

• Previous experience in a remote or hybrid work setting with a proven record of self‑motivation and discipline.
• Insurance licensing (e.g., Property & Casualty, Life & Health) or willingness to obtain required licenses within the first 90 days.
• Familiarity with Florida insurance regulations, carriers, and market trends.
• Advanced education such as a bachelor’s degree in Business Administration, Finance, or a related discipline.
• Recognition or awards for customer service excellence, sales achievement, or teamwork.

Core Skills & Competencies – The DNA of Success

• Empathy & Patience: Ability to put yourself in the client’s shoes, understand their concerns, and respond with genuine care.
• Sales Acumen: Natural talent for identifying opportunities, positioning solutions, and gently guiding prospects toward purchase decisions.
• Adaptability: Quickly adjust to evolving policies, product offerings, and technology upgrades.
• Attention to Detail: Precise documentation and adherence to compliance standards.
• Team Spirit: Collaborative mindset that contributes to a positive, supportive virtual workplace.
• Resilience: Ability to handle high call volumes, challenging conversations, and occasional setbacks while maintaining a positive attitude.
• Analytical Insight: Use data from CRM reports and customer feedback to identify trends and improve service delivery.

Career Growth & Development – Your Pathway Forward

At Insurance Company of Florida, we view every employee as a long‑term investment. As a Remote Customer Service Representative, you will have access to an extensive suite of professional development resources:

• Certification Support: Financial assistance for obtaining state insurance licenses and industry certifications such as CPCU or CLU.
• Mentorship Programs: Pairing with seasoned underwriters and sales leaders to accelerate knowledge acquisition.
Leadership Tracks: Clear pathways to roles such as Senior Customer Service Specialist, Team Lead, Account Manager, or Business Development Manager.
• Continuing Education: Complimentary webinars, workshops, and e‑learning modules covering product knowledge, regulatory updates, and soft‑skill enhancement.
• Performance Recognition: Quarterly awards, spot bonuses, and public acknowledgment for exceptional service and sales performance.

Compensation, Perks & Benefits – What We Offer

We believe that rewarding talent attracts and retains top performers. Our total rewards package includes:

• Base Salary: Competitive annual range of $40,000 – $60,000, commensurate with experience and qualifications.
• Performance Incentives: Uncapped commissions, quarterly bonus structures, and profit‑sharing opportunities after one year of service.
• Signing Bonus: Immediate financial reward upon successful onboarding.
• Health & Wellness: Comprehensive medical, dental, and vision coverage (effective after 90 days).
• Retirement Savings: 401(k) plan with company matching contributions.
• Paid Time Off: Generous vacation accrual, sick leave, and paid holidays; PTO eligibility increases after the first year.
• Work‑Life Flexibility: Remote work model with optional hybrid days at our Wesley Chapel office, enabling a balance between professional and personal commitments.
• Technology Stipend: Home‑office equipment allowance to ensure a productive remote workspace.
• Employee Assistance Program: Confidential counseling, mental‑health resources, and wellness initiatives.
• Team Building: Virtual social events, quarterly in‑person gatherings, and a culture of celebration.

Work Environment & Culture – The People Behind the Success

Our culture is rooted in the following core values:

• Client‑First Mindset: Every decision is driven by what best serves our policyholders.
• Integrity & Transparency: Open communication, ethical conduct, and accountability are non‑negotiable.
• Innovation: We embrace technology and creative problem‑solving to stay ahead in a dynamic market.
• Collaboration: Knowledge sharing, mutual support, and celebrating each other’s successes are everyday practices.
• Growth Orientation: Continuous learning is encouraged; you’ll have access to resources that keep you at the forefront of industry trends.

Even though this role is remote, you’ll never feel isolated. Our virtual team rooms, weekly video huddles, and an internal community platform foster a sense of belonging and keep you connected to leadership, peers, and company-wide initiatives.

Application Process – Take the Next Step

If you are passionate about helping people protect what matters most, thrive in a fast‑paced, customer‑focused environment, and want to grow a rewarding career in insurance, we want to hear from you.

• Step 1: Submit your résumé and a brief cover letter highlighting your relevant experience and why you’re excited about this role.
• Step 2: Complete a short pre‑screening questionnaire to help us understand your skill set and career aspirations.
• Step 3: Participate in a virtual interview with our hiring manager and a senior team member to discuss your fit and answer any questions you may have.
• Step 4: Receive a formal offer, review the compensation package, and begin your onboarding journey.

Ready to Make an Impact?

Seize this opportunity to join a respected, client‑centric brokerage that values your talent and invests in your future. Click the link below to start your application and become part of a team that truly makes a difference in the lives of Floridians.