Senior Customer Service Representative (Melbourne)

Position Summary

The Senior Customer Service Representative supports the daily operations of the agency by providing advanced customer service, policy support, and account management. This role acts as a primary point of contact for clients, resolves complex inquiries, assists with policy changes, and ensures exceptional service delivery while maintaining compliance with state and carrier requirements.

Client Service & Support

• Serve as the main contact for policyholders, delivering high-quality service via phone, email, and in-person interactions.
• Handle complex customer inquiries related to coverage, billing, claims, renewals, and endorsements.
• Assist clients with policy changes, cancellations, reinstatements, and general account updates.
• Review client accounts to ensure accuracy and identify gaps in coverage or service needs.

Policy Administration

Claims Support

Team & Operational Support

Customer Experience & Retention

Required Qualifications