Commercial Customer Service Representative

Business Insurance Center (D/B/A Newsome and Associates), established in 1981, has built strong relationships with clients throughout Lakeland and expanded its services across Florida with offices in Orlando and Clearwater. Specializing in both personal and commercial insurance, the company offers comprehensive policies tailored to meet individual and business needs. With a wide range of options, including Home & Auto, Workers Compensation, General Liability, and Health Insurance, Business Insurance Center partners with reputable carriers such as Allied, Travelers, Safeco, and Progressive to provide clients with quality coverage.

The organization is committed to finding the best insurance solutions for its valued clients.

The Commercial Customer Service Representative (CSR) plays a critical support role within the Commercial Lines team. This position handles daily client service needs, assists with policy management, processes new business submissions, and supports the Commercial Insurance Manager in delivering excellent service.

The CSR ensures accuracy, timeliness, and responsiveness while managing calls, certificates, endorsements, and renewals — and serves as the first point of contact for new commercial business inquiries.

• Receive and process all incoming new business leads.
• Gather underwriting information and required documents from prospects.
• Create submissions and prepare applications for quoting.
• Assist with proposal preparation and follow-up.
• Coordinate with carriers and the Commercial Manager during the quoting process.

• Answer client calls and emails promptly with professionalism and care.
• Process policy changes, endorsements, and updates accurately.
• Issue Certificates of Insurance (COIs) and respond to COI requests in a timely manner.
• Provide support during claims by gathering information and communicating with carriers.
• Assist with billing questions and help clients navigate invoices or payment issues.

• Assist Commercial Manager in collecting renewal information from clients.
• Update applications and files to prepare for marketing and quoting.
• Prepare renewal documents and schedule renewal review meetings when needed.

• Maintain accurate data in the agency management system (AMS).
• Upload documents, notes, and correspondence consistently.
• Ensure compliance with carrier requirements, documentation standards, and agency workflows.
• Support E&O protection by following established procedures and communication guidelines.

• 1–2+ years of experience in insurance (commercial lines preferred).
• Active 4-40 or 2-20 license (required or willing to obtain).
• Strong customer service, communication, and follow-up skills.
• High attention to detail and ability to work in a fast-paced environment.
• Experience issuing COIs, processing endorsements, and working with carriers.
• Familiarity with AMS systems (Hawk Soft, EZLynx, Applied, or similar).

• Experience supporting Commercial Lines specifically.
• Knowledge of common commercial coverages (GL, WC, BOP, Property, Auto, Umbrella).

• Strong listener with a compassionate, customer-first mindset.
• Highly organized and dependable.
• Thrives in a detail-heavy, service-oriented role.
• Able to manage multiple priorities and deadlines.
• Operates with integrity, calmness, and accountability.