Customer Service Representative

Personal Lines Customer Service Representative Harrison Gray Search has partnered with a historic, community-rooted independent insurance agency in Bay City, Michigan . With more than 175 years of history , our client has deep roots in the Great Lakes Bay Region and a longstanding reputation for treating clients like neighbors. The agency combines the personalized service of a local, independent agency with modern insurance solutions, creating a stable and collaborative environment where relationships come first. The Opportunity We are seeking a Personal Lines Customer Service Representative to provide exceptional service and build lasting relationships with clients. In this role, you will serve as a trusted resource and advocate, helping clients navigate their personal insurance needs while ensuring their coverage continues to evolve with them. Who We're Looking For Our client is open to professionals from a variety of insurance backgrounds, including: Carrier professionals with strong product knowledge who want to move into a client-facing agency role Captive agents or CSRs looking for the broader market access and flexibility of an independent agency Independent agency professionals seeking a stable, community-focused environment where they can manage and develop a personal lines book of business The ideal candidate is service-oriented, knowledgeable, detail-focused, and enjoys building genuine relationships with clients. Core Responsibilities Client Relationship & Policy Management Provide exceptional service to an assigned personal lines book of business Handle day-to-day policy servicing, including endorsements, renewals, policy changes, and coverage questions Address client concerns and resolve issues with a professional, solution-oriented approach Assist clients with billing, payment, and account-related questions Maintain strong, long-term relationships with clients and serve as a trusted point of contact Consultative Advising & Client Advocacy Educate clients on their coverage, policy changes, exclusions, and available options Help clients understand their insurance needs and make informed coverage decisions Receive and submit claim information and advocate for clients with carriers when needed Identify account-rounding and cross-selling opportunities to help clients maintain comprehensive coverage Technical & Operational Excellence Maintain accurate and up-to-date client information within the agency management system Utilize agency management and comparative rating systems to effectively service client accounts Stay current on carrier procedures, products, and industry developments AMS360 or Applied Epic experience is a plus Participate in agency marketing initiatives and support brand awareness through social media and other efforts Benefits Blue Cross Blue Shield Health Insurance Disability Insurance Life Insurance VSP Vision Insurance 401(k) with Company Matching & Profit Sharing Paid Time Off Paid Holidays Location & Schedule Location: Bay City, Michigan Work Arrangement: Fully On-Site Hours: Monday–Friday, 8:00 AM–5:00 PM with a one-hour lunch break