Customer Service Representative

Insurance Customer Sales And Service Representative<br /><br />As an Insurance Customer Sales and Service Representative, you'll play a vital role in delivering exceptional service while helping customers. In a fast-paced, high-volume call center environment, you'll build strong customer relationships, explain product benefits, and identify opportunities to provide valuable coverage and services. This role supports members across multiple interaction channels, including incoming phone calls, SMS/text messaging, email, and digital chat, ensuring members receive accurate information, timely service, and personalized solutions that meet their needs. Your contributions directly support sales goals, enhance the member experience, and help drive the continued success of AAA The Auto Club Group.<br />Location Details: Candidates must reside in Michigan, be within a 50-mile radius of Dearborn, MI, and have reliable transportation.<br />Position Schedule / Shift:<br />Training Start Date: November 9, 2026<br />Training Schedule: MonFri, 9:00 AM 5:30 PM ET<br />Attendance is critical during training; successful completion is required for continued employment. Start and end times may vary occasionally due to business needs.<br />After training, you will transition to your regular production schedule<br />Production Schedule After Training:<br />Pattern 1: MondayFriday 11:30 am 8:00 pm EST | Scheduled Day Off (when scheduled to work Saturday): Wednesday | Saturday Rotation (assigned later): 9:00 am - 5:30 pm EST<br />Pattern 2: MondayFriday 11:30 am 8:00 pm EST | Scheduled Day Off (when scheduled to work Saturday): Thursday | Saturday Rotation (assigned later): 8:30 am 5:00 pm EST<br />If you are looking for a role with structure, support, and a clear path to success, this is an excellent opportunity to grow your career with ACG<br />Key Responsibilities:<br />Provide price quotes on all insurance products that factor in all applicable rules (underwriting, business, etc.) and discounts to complete the sale.<br />Rewrite and reinstate insurance policies according to underwriting and business rules.<br />Complete membership and/or insurance applications, endorsements, and change forms (e.g., address change, etc.) as necessary.<br />Accept &amp; process payments at the point of sale.<br />Make outbound follow-up calls to customers in response to questions or complaints.<br />Correspond with and respond to inquiries from sales representatives, insureds, mortgage companies, and other sources regarding ratings, premiums, billing problems, and cancellations, as well as obtain and verify payments and other types of information.<br />Provide efficient processing of customer policies, endorsements, and status and coverage changes.<br />Assist agents in resolving technical and business-related issues. May assist other Customer Interaction Centers (e.g., Emergency Road Service, Claims, Membership, Travel, etc.) in servicing members and/or customers when necessary to ensure quality service goals are met.<br />Qualifications:<br />Required<br />High School Diploma or equivalent (GED)<br />Experience<br />Providing a high level of customer-focused service<br />Navigating through a PC Windows environment, including accessing information from multiple applications<br />Managing and navigating multiple sources of information and applying them as needed<br />Performing monetary transactions (e.g., entering key data into the cash terminal, adjusting account balances, etc.<br />Cross-selling<br />Certifications / Licensure<br />Current Property &amp; Casualty Insurance license<br />May be required to attain and maintain state membership licenses as appropriate by the department<br />Preferred<br />College-level coursework, certification, or equivalent (i.e., relevant continuous learning)<br />Demonstrate the ability to manage concurrent customer interactions across chat, voice, and email platforms, prioritizing tasks while delivering a seamless and consistent customer experience.<br />Work Environment (Hybrid):<br />On-Site<br />This is a call center position. Candidates must reside in Michigan, be within a 50-mile radius of Dearborn, MI, and have reliable transportation. The first 16 weeks of employment will be completed on-site in Dearborn for training and onboarding. Upon successful completion of training, employees will transition to working remotely full-time.<br />Remote<br />After completing on-site training, you will transition to a remote call center environment. You are required to have a designated workspace free from interruptions and distractions and at least 100MB per second high-speed internet, with the ability to connect directly to a modem. An exception to this would be in the case of connectivity or service-level issues, in which employees would be required to report temporarily to a designated ACG facility until connectivity or service levels are restored. Employees may also be required to report to the office periodically for training, meetings, coaching, or other business needs. Willingness and ability to work extended or irregular hours, including weekends and holidays, is required.<br />Compensation &amp; Benefits Overview:<br />ACG complies with all applicable state and local laws regarding required benefits (including PTO, paid sick leave, etc.).<br />Compensation<br />Hourly rates starting at $21.75/hour plus bonuses and sales incentives<br />Overtime earning potential at time and a half the hourly wage<br />Fully paid training<br />$1,000 Sign-on Bonus for Eligible New Hires. Join our team and earn a $1,000 sign-on bonus paid over your first 90 days of employment. Bonus installments are paid at 30, 60, and 90 days to support your successful onboarding and transition into the role.<br />Benefits<br />At ACG, we offer a comprehensive and flexible benefits package designed to support your health, financial well-being, and professional growth.<br />Health &amp; Wellness<br />Medical plans with multiple coverage options, including HSA eligibility.<br />Prescription drug coverage.<br />Dental and vision benefits.<br />Employee Assistance Program (confidential support services).<br />Financial Protection &amp; Insurance<br />Company-paid basic life insurance.<br />Optional supplemental life insurance and dependent coverage.<br />Short-term and long-term disability coverage.<br />Critical illness, accident, and pet insurance options.<br />Retirement &amp; Savings<br />401(k) plan to support long-term financial goals. 3% automatic deferral upon eligibility; may contribute 1% to 50% of eligible earnings, either pre or post tax. Company match of 50% paid on employee contributions up to 6% of pay, payable to employees following the end of the year; immediate vesting. Additional company contribution of 4% of pay each pay day into your account; 100% vested after three (3) years of service.<br />Health Savings Account (HSA) and Flexible Spending Accounts (FSA) options.<br />Time Off &amp; Leave<br />Paid Time Off (PTO): Accrual-based, increases with tenure, eligible at 90 days of employment. Full-time new employees will receive up to 12 PTO days annually; accrual based on start date and may include additional PTO based on role and/or state &amp; local requirements. Part-time employee PTO hours are calculated based upon the standard weekly hours the employee is scheduled to work and will accrue at a minimum of 3 hours per month.<br />Paid Holidays: Full-time employees are eligible for 10 company-paid holidays annually, in addition to 1 mental health day, 2 floating holidays, and 1 volunteer day. Holidays vary by business unit schedules. Part-time employees are eligible for 8 company-paid holidays annually, in addition to 1 mental health day and 2 floating holidays. Holidays vary by business unit schedules.<br /><br />