Senior Customer Service Representative
Guardian Service, Raleigh, North Carolina, United States, 27601
Guardian Service is transforming personal insurance to make coverage simpler, smarter, and more transparent. Our mission is to help our members simplify how they protect their assets with the right coverage, the best price, and the easiest experience. Together, we’re not just selling insurance; we’re transforming the way people protect their homes, their finances, and their peace of mind.
About the Role The Senior Customer Service Representative delivers high-quality personal lines service with strong judgment, reliability, and ownership. You will support members with a wide range of servicing needs and handle more complex situations with confidence and clarity. The role is designed for someone who is comfortable working independently, takes initiative in resolving issues, and contributes to a positive and supportive team environment.
You will work directly with members on billing, coverage, account changes, policy troubleshooting, and claims guidance, helping them understand next steps and coordinating with carriers as needed. The carrier handles all underwriting and claim decisions.
Service-oriented professionals with deeper personal lines servicing experience
Strong communicators who can break down complex policy details with clarity and confidence
Individuals who exercise sound judgment and can independently resolve nuanced or unfamiliar situations
People who anticipate member needs and take initiative to move issues forward without being asked
Team players who informally coach, support, and elevate those around them
Detail-oriented operators who thrive in fast-moving environments and adapt quickly to new processes and systems
What You'll Do
Provide unscripted, high-quality service across phone, email, and chat
Manage complex servicing needs such as multi-policy updates, billing escalations, and coverage clarifications
Take ownership of open cases and follow them through to full resolution
Guide members through claims by explaining next steps and connecting them with the carrier, ensuring they are not stalled in the process
Surface trends or gaps and share ideas to improve workflows or documentation
Support peers by sharing knowledge and modeling strong service behaviors
Document all interactions accurately in internal systems
Qualifications
2 or more years of personal lines insurance customer service experience
Strong verbal and written communication skills
Ability to manage high-volume work with accuracy and consistency
Comfort navigating multiple systems and learning new tools
Demonstrated ownership, reliability, and follow-through
Active North Carolina Personal Lines or Property & Casualty (P&C) Insurance Producer License
Why Guardian Service? At Guardian Service, you will be part of a collaborative team that takes pride in helping customers through moments that matter. We value people who bring empathy, reliability, and initiative to their work, and who find satisfaction in making complex processes feel simple and supportive for others.
We provide:
Robust benefit program including family health and wellness programs, 401K, paid time off, paid holidays and more.
Career advancement and development opportunities within a rapidly growing organization.
Supportive and collaborative team environment.
Branded company gear.
EEOC Statement All applicants are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, gender identity, or any other discriminatory factors. Please note that we do not provide immigration sponsorship for this role. All offers are subject to a background check.
Join us in building something extraordinary. Apply today.
#J-18808-Ljbffr
About the Role The Senior Customer Service Representative delivers high-quality personal lines service with strong judgment, reliability, and ownership. You will support members with a wide range of servicing needs and handle more complex situations with confidence and clarity. The role is designed for someone who is comfortable working independently, takes initiative in resolving issues, and contributes to a positive and supportive team environment.
You will work directly with members on billing, coverage, account changes, policy troubleshooting, and claims guidance, helping them understand next steps and coordinating with carriers as needed. The carrier handles all underwriting and claim decisions.
Service-oriented professionals with deeper personal lines servicing experience
Strong communicators who can break down complex policy details with clarity and confidence
Individuals who exercise sound judgment and can independently resolve nuanced or unfamiliar situations
People who anticipate member needs and take initiative to move issues forward without being asked
Team players who informally coach, support, and elevate those around them
Detail-oriented operators who thrive in fast-moving environments and adapt quickly to new processes and systems
What You'll Do
Provide unscripted, high-quality service across phone, email, and chat
Manage complex servicing needs such as multi-policy updates, billing escalations, and coverage clarifications
Take ownership of open cases and follow them through to full resolution
Guide members through claims by explaining next steps and connecting them with the carrier, ensuring they are not stalled in the process
Surface trends or gaps and share ideas to improve workflows or documentation
Support peers by sharing knowledge and modeling strong service behaviors
Document all interactions accurately in internal systems
Qualifications
2 or more years of personal lines insurance customer service experience
Strong verbal and written communication skills
Ability to manage high-volume work with accuracy and consistency
Comfort navigating multiple systems and learning new tools
Demonstrated ownership, reliability, and follow-through
Active North Carolina Personal Lines or Property & Casualty (P&C) Insurance Producer License
Why Guardian Service? At Guardian Service, you will be part of a collaborative team that takes pride in helping customers through moments that matter. We value people who bring empathy, reliability, and initiative to their work, and who find satisfaction in making complex processes feel simple and supportive for others.
We provide:
Robust benefit program including family health and wellness programs, 401K, paid time off, paid holidays and more.
Career advancement and development opportunities within a rapidly growing organization.
Supportive and collaborative team environment.
Branded company gear.
EEOC Statement All applicants are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, gender identity, or any other discriminatory factors. Please note that we do not provide immigration sponsorship for this role. All offers are subject to a background check.
Join us in building something extraordinary. Apply today.
#J-18808-Ljbffr