Customer Support Representative

ABOUT THE COMPANY Savvital is a forward-thinking organization that provides diversified services to small and medium-sized businesses in the international market, enabling them to build their future while benefiting from our customized solutions. Our team of educated experts are motivated individuals excited to handle tasks that add real capacity to a client's workday.

Our mission is to provide affordable solutions to growing companies through strategic task delegation. We envision creating an ecosystem that resonates with the human touch every business needs.

ABOUT THE ROLE Our client is a commercial insurance brokerage looking for a Client Engagement & Service Support Representative (CSR) to keep clients and prospects moving smoothly through the insurance lifecycle.

While back-office support handles document preparation and tracking, you will serve as the primary outbound and inbound voice of the agency. You will take ownership of phone-based outreach, follow-ups, appointment scheduling, and administrative client engagement-ensuring no prospect, document, or policy renewal falls through the cracks.

KEY RESPONSIBILITIES

Inbound Calls & Service Intake

• Answer and reroute inbound calls promptly, gathering complete details on what the insured needs.
• Handle routine, unlicensed administrative service questions where appropriate.
• Capture thorough, accurate messages for brokers whenever licensed consultation is required, ensuring missed calls never go unreturned.

Document Chase & Receipt Confirmation

• Place confirmation calls to verify that insureds have received important emails, quotes, and document requests.
• Conduct persistent, polite phone follow-ups for outstanding items, including loss runs, IFTAs, signatures, applications, and underwriting documents.

Quote Follow-Up & Pipeline Recovery

• Follow up by phone after quotes are delivered to confirm review, gather initial feedback, and schedule the insured back with the broker for coverage or sales discussions.
• Reach out to prospects who miss scheduled calls to reschedule them, gauge ongoing interest, and move them toward a clear next step or clean pipeline removal.

Renewal & Billing Follow-Up

• Make proactive renewal outreach calls when automated emails or SMS messages do not generate a response, collecting missing details and booking broker review calls.
• Handle routine administrative billing outreach-including cancellation notices, amounts due, due dates, payment statuses, carrier/finance-company statuses, and missing reinstatement documents-so potential policy saves stay on track.

Routine Outbound Outreach & Escalation Management

• Execute daily administrative outreach across carrier status checks, confirmations, and service follow-ups.
• Maintain strict licensing boundaries: immediately escalate coverage advice, interpretation, recommendations, binding, negotiation, complex underwriting, claims interpretation, legal threats, or upset clients directly to a licensed broker.

REQUIREMENTS

• 1-3+ years of experience in customer service, outbound client engagement, appointment setting, or insurance agency support (US commercial or trucking insurance experience is a strong plus).
• Exceptional verbal English communication skills with a warm, personable, and natural phone presence.
• Persistent yet tactful communication style-comfortable following up consistently to get responses without sounding pushy or abrasive.
• Strong organizational habits and CRM/AMS discipline to log call notes, track follow-up cadences, and manage daily call queues accurately.
• Availability to work aligned with US business hours (Evening/Night shift PKT).

Note: Insurance Experience is a plus.

IDEAL CANDIDATE We are looking for someone who combines a welcoming, articulate phone presence with the persistence and organization required to keep busy client pipelines moving. The ideal candidate is:

• Personable and Confident: Naturally comfortable on the phone, building quick rapport with business owners and insurance carriers.
• Persistently Proactive: Follows through consistently until a clear answer, document, or scheduled call is secured.
• Detail-Oriented: Committed to logging accurate notes, complete broker messages, and clean pipeline updates.
• Boundary-Aware and Accountable: Understands what can be handled administratively versus what must be escalated to a licensed broker, working independently with minimal supervision.
• Collaborative and Professional: Respectful, friendly, empathetic, punctual, and confident in their abilities while maintaining a team-oriented approach.