Customer Service Job at Carlos Cruz Insurance Agency in San Antonio

Job Description

We are seeking a dedicated and detail-oriented Customer Service Representative to join our team, focusing on Personal Lines Insurance. This role is crucial in ensuring exceptional service to our existing clients by handling policy inquiries, processing payments, assisting with renewals, and conducting policy reviews to identify better coverage options. The ideal candidate will have strong communication skills, a proactive approach to client retention, and a customer-first attitude.

Benefits

• Annual Base Salary + Commission + Bonus Opportunities

Responsibilities

• Client Support & Communication: Answer inbound calls, emails, and inquiries regarding personal insurance policies (Auto, Home, Renters, etc.).
• Proactively call clients to discuss upcoming renewals, ensuring continued coverage and identifying potential policy adjustments.
• Assist clients with billing inquiries, process payments, and set up payment arrangements as needed.
• Handle policy endorsements, address changes, and documentation requests efficiently.
• Policy Management & Reviews: Offer policy reviews to assess coverage adequacy, recommend additional protection, and identify cost-saving opportunities.
• Educate clients on policy benefits, coverage limits, and potential discounts.
• Work closely with the sales team to cross-sell and up-sell additional insurance products to existing customers.
• Retention & Customer Service Excellence: Monitor and follow up on renewals, assist clients with any coverage changes or concerns.
• Resolve customer issues and escalate complex concerns to management when necessary.
• Ensure compliance with company policies and industry regulations while maintaining high service standards.

Requirements

• Experience: Previous experience in an insurance agency or customer service role preferred.
• Licensing: Must have or be willing to obtain a General Lines Property & Casualty License.
• Skills: Strong communication, problem-solving, and organizational abilities.
• Tech-Savvy: Comfortable using insurance agency software, CRM tools, and payment processing systems.
• Customer-Focused: Ability to build rapport, retain clients, and offer exceptional service.
• Detail-Oriented: Strong attention to accuracy when processing payments and policy changes.

Company Description

Since 2013, the Carlos Cruz Insurance Agency has proudly served individuals, families, and businesses across Texas and Oregon, delivering high-quality, affordable insurance solutions backed by one of the most trusted names in the industry—Farmers Insurance.

Based in Northeast San Antonio, our agency is committed to providing exceptional service, personalized coverage options, and expert guidance to help protect what matters most. As a part of the Farmers Insurance Group, one of the largest and most respected insurance carriers in the country since 1928, we bring our clients the strength of a nationally recognized brand combined with the personal touch of a local agency.

Our experienced team specializes in a full range of insurance products—including auto, home, life, commercial, and more—ensuring our clients have the right protection at every stage of life. At Carlos Cruz Insurance Agency, we don’t just sell policies—we build lasting relationships based on trust, service, and results.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Other

Industries

• Insurance