Customer Service Representative

Summit provides independent insurance agents and their clients with market-leading workers’ comp insurance and elite customer service. We’re growing and currently serve more than 7,000 independent agents and 31,000 policyholders across the South, Midwest, and Mid-Atlantic.

Our strength comes from a single-minded focus on workers’ comp and a commitment to long-term customer relationships. Summit is who you turn to when you need a specialist who not only knows workers’ comp but also gets to know your business and your priorities.

Our field team members are located in every state in which we operate.

Summit is a member of the Great American Insurance Group where our highest goal is for all employees to feel included, respected, and empowered to perform at their best.

Our Customer Service Representative serves as a trusted first point of contact for customers, delivering compassionate, professional, and accurate service in every interaction. This role requires individuals who are dependable, accountable, and committed to providing a high-quality customer experience while working within established guidelines and procedures. Successful candidates are detail-oriented, eager to learn, and able to manage a wide variety of information to effectively support customer needs.

Scope of Work

• Performs work under established procedures and guidelines with attention to accuracy, quality, and consistency.
• Utilizes training, job resources, and company systems to provide timely and effective customer service.
• Develops and maintains a broad working knowledge of company products, services, processes, and systems.
• Handles customer inquiries and service requests of moderate complexity while recognizing when additional assistance is needed.
• Demonstrates sound judgment, dependability, and accountability in daily responsibilities.
• Contributes to a positive, customer-focused team environment that prioritizes service

Customer Service & Quality

• Delivers exceptional customer service by listening actively, identifying customer needs, and providing accurate information and solutions.
• Demonstrates our Customer Care philosophy by putting the customer first in every interaction.
• Maintains a professional, empathetic, and courteous demeanor when assisting customers.
• Researches and resolves customer concerns to promote customer satisfaction, retention, and trust.
• Communicates with customers through telephone, email, chat, fax, and other communication channels as needed.

Product & Process Knowledge

• Develops and applies knowledge of company products, services, policies, and procedures to effectively assist customers.
• Explains products, services, features, and available options while educating customers on the outcomes of their requests.
• Maintains, reviews, and updates customer account information accurately and thoroughly.
• Utilizes company systems and technology tools to document interactions, research information, and track customer requests.

Compliance & Accountability

• Follows established workflows, procedures, and regulatory requirements in a highly structured environment.
• Maintains a high level of accuracy and attention to detail in all work performed.
• Demonstrates ownership of responsibilities by meeting performance expectations and following through on commitments.
• Consistently manages work in a timely manner to support service-level objectives and customer expectations.
• Maintains reliable attendance and punctuality to ensure appropriate departmental coverage and support.

Teamwork & Support

• Collaborates with teammates and leadership to address customer needs and resolve issues.
• Contributes to a positive team culture by sharing knowledge, supporting others, and demonstrating professionalism.
• Assists with additional departmental responsibilities and projects as assigned.

Required

• High School Diploma or equivalent.
• Two to four years of customer service experience, preferably in a call center, contact center, or high-volume service environment.
• Strong verbal and written communication skills.
• Excellent active listening, problem-solving, and interpersonal skills.
• Ability to learn and retain a wide range of information, processes, and system knowledge.
• Strong attention to detail and commitment to providing accurate, quality service.
• Ability to remain calm, patient, and professional in challenging situations.
• Proficiency using multiple computer systems and applications simultaneously.

Preferred Attributes

• Customer-first mindset with a genuine desire to help others.
• Dependable, accountable, and self-motivated with a strong work ethic.
• Consistent attendance and punctuality.
• Ability to follow established guidelines while adapting to changing business needs.
• Commitment to delivering timely, accurate, and compassionate customer care.

#LI-Hybrid 

The person hired for this position will work out of the Lakeland, FL office which offers a hybrid work environment of 4 days in the office and 1 day work from home.

Company:

Benefits:

We offer competitive benefits packages for full-time and part-time employees*. Full-time employees have access to medical, dental, and vision coverage, wellness plans, parental leave, adoption assistance, and tuition reimbursement. Full-time and eligible part-time employees also enjoy Paid Time Off and paid holidays, a 401(k) plan with company match, an employee stock purchase plan, and commuter benefits.

Compensation varies by role, level, and location and is influenced by skills, experience, and business needs. Your recruiter will provide details about benefits and specific compensation ranges during the hiring process. Learn more at http://www.gaig.com/careers.

*Excludes seasonal employees and interns.