Customer Service Representative

About the role

Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.

One80 Intermediaries is seeking a Customer Service Representative to join our growing team in Richmond Heights, OH!

The Customer Service Representative will serve as a primary point of contact for customers, providing accurate information, resolving inquiries, and delivering an exceptional service experience.

The ideal candidate is enthusiastic about helping others, demonstrates empathy and professionalism, and communicates effectively across multiple channels. Successful CSRs are adaptable, detail-oriented, and skilled at problem-solving, ensuring customer concerns are addressed efficiently and thoroughly.

How You Will Contribute

• Respond to incoming customer inquiries via phone, chat, and email in a timely and professional manner.
• Assist current and prospective customers with policy interpretation, claims inquiries, and premium/billing-related matters.
• Review and interpret insurance policy terms to determine coverage eligibility.
• Clearly explain policy details and ensure customer understanding by confirming and clarifying information as needed.
• Handle requests related to coverage changes, account cancellations, and customer concerns.
• Identify customer needs and provide appropriate solutions to support retention and satisfaction.
• Investigate and resolve issues by gathering necessary information and utilizing available resources.

Skills & Experience to be Successful

• High school diploma or equivalent required; associate degree or higher preferred.
• Minimum of 2 years of call center or customer service experience in a high-volume environment with performance metrics.
• Strong attention to detail with the ability to follow complex procedures accurately.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, Teams).
• Ability to navigate multiple systems and resources simultaneously while maintaining accuracy.
• Excellent verbal and written communication skills.
• Strong customer service orientation with professional phone and email etiquette.
• Ability to adapt quickly in a fast-paced, changing environment.
• Receptive to coaching and feedback with a commitment to continuous improvement.
• Strong organizational skills and the ability to type 40-50 words per minute.

Pay Range $19.00 - $19.00 Hourly

The pay range provided above is made in good faith and based on our lowest and highest annual salary or hourly rate paid for the role and takes into account years of experience required, geography, and/or budget for the role.

Teammate Benefits & Total Well-Being

We go beyond standard benefits, focusing on the total well-being of our teammates, including:

• Health Benefits: Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance
• Financial Benefits: ESPP; 401k; Student Loan Assistance; Tuition Reimbursement
• Mental Health & Wellness: Free Mental Health & Enhanced Advocacy Services
• Beyond Benefits: Paid Time Off, Holidays, Preferred Partner Discounts and more.

• Not reflective of all benefits.
• Enrollment waiting periods or eligibility criteria may apply to certain benefits.
• Benefit details and offerings may vary for subsidiary entities or in specific geographic locations.

Recruiting Vendor Disclosure Statement

Brown & Brown does not accept unsolicited resumes from external recruiters, recruitment vendors or employment agencies ("Recruiting Vendors"). Recruiting Vendors must have a valid written agreement and received prior written authorization from an authorized Brown & Brown representative before submitting candidates for any publicly posted role. Any unsolicited resumes submitted to Brown & Brown or its employees become the property of Brown & Brown, and no fees will be paid for such submissions. Additional information regarding this policy can be found on our careers page.