Customer Service Representative

Company Description Wiley Insurance Agency Inc. is a locally focused insurance provider serving individuals, families, and businesses with a range of coverage options. The agency emphasizes personalized service, working closely with clients to understand their needs and recommend appropriate policies. Team members collaborate to deliver clear information, dependable support, and responsive follow-up. The organization values professionalism, integrity, and strong relationships within the Madison, AL community.

Role Description The Customer Service Representative is a full-time, on-site role based in Madison, AL. This role involves responding to client inquiries by phone, email, and in person, providing clear information about policy coverage, billing, and claims processes. The representative will assist with policy changes, update account information, and ensure documentation is accurate and complete. Daily tasks include resolving customer issues in a timely manner, coordinating with agents and other team members, and following up to ensure client satisfaction. The role also includes maintaining organized records, supporting office operations, and contributing to a positive, professional customer experience. Being physically in the office during office hours Monday-Friday.

Qualifications

• Strong customer-focused skills, including Customer Service and Customer Support, with the ability to handle inquiries and resolve concerns professionally.
• Experience enhancing Customer Experience and Customer Satisfaction through clear communication, active listening, and timely follow-up.
• Background in roles similar to Customer Service Representatives, particularly in insurance, financial services, or other client-facing environments.
• Excellent verbal and written communication skills, with the ability to explain complex information in a clear and accessible manner.
• Attention to detail, strong organizational skills, and proficiency with common office software and customer management systems.
• Ability to work on-site in Madison, AL, collaborate with a team, and manage multiple tasks in a fast-paced environment.
• High school diploma or equivalent required; additional education or insurance-related certifications are beneficial. An active insurance license is preferred. We’re willing to train the right candidate and support them in obtaining a license.