Customer Services Representative(CSR)

Company Description LYC Pro Insurance Services, Inc. is an insurance services company based in Burlingame, CA, providing clients with tailored coverage solutions and personalized support. The organization focuses on helping individuals and businesses understand their insurance options and make informed decisions. Team members collaborate to deliver responsive service and clear communication throughout the customer journey. The company values reliability, professionalism, and a customer-first mindset in all interactions. Working at LYC Pro Insurance Services, Inc. offers opportunities to grow skills in insurance, client relations, and customer care.

Role Description This is a full-time, on-site Customer Service Representative role located in Burlingame, CA. The Customer Service Representative will handle incoming calls and emails, assist clients with policy questions, billing inquiries, and coverage changes, and document all interactions in company systems. The role involves resolving customer issues, following up on requests, and ensuring a positive and efficient customer experience. The individual will work closely with internal teams to escalate complex issues, process requests accurately, and support daily office operations. The position also includes maintaining up-to-date knowledge of company products and services to provide clear, accurate information to clients.

Qualifications
• Strong customer-facing skills, including Customer Service and Customer Experience abilities, focused on clear communication and empathy.
• Experience in Customer Support roles, with a track record of maintaining Customer Satisfaction and handling inquiries professionally.
• Background working as or with Customer Service Representatives, demonstrating ability to manage multiple customer interactions and prioritize tasks.
• Comfort with using phone, email, and digital tools to serve customers, with basic proficiency in office software and CRM systems.
• Excellent verbal and written communication skills, active listening, and problem-solving capabilities.
• Ability to work on-site full time in Burlingame, CA, with reliability, punctuality, and attention to detail.
• High school diploma or equivalent required; experience in insurance, financial services, or a related field is a plus.
• Willingness to learn insurance products, follow regulatory and company guidelines, and collaborate effectively with team members.

Responsibilities
• Communicate with customers via phone, email and chat
• Provide knowledgeable answers to questions about product, pricing and availability
• Work with internal departments to meet customer's needs
• Data entry in various platforms
• At least 1 - 3 years' of relevant work experience
• Excellent phone etiquette and excellent verbal, written, and interpersonal skills
• Ability to multi-task, organize, and prioritize work