Licensed Service Agent

Employment Type: Permanent

Position Overview

Simply Business is a digital insurance brokerage dedicated to protecting the businesses our customers are building. We simplify the insurance-buying process for small businesses by combining technology, data, and insurance knowledge. Our proprietary technology platform enables small business owners to easily search and compare quotes from over 20 top-rated insurance providers, customize coverage, and purchase and access policies online. Founded in the UK in 2005, Simply Business is an insurtech pioneer with nearly 20 years of experience supporting small businesses. We are passionate about building an outstanding product that empowers entrepreneurial spirits, while also taking care of our people. We have been consistently recognized as a best place to work, including a recent ranking in Built In’s 2025 Best Companies to Work for in the US (Top 100) and Best Places to Work in Boston. We are looking for team members with the drive to challenge boundaries, who are smart and passionate about delivering brilliant customer experiences.

We are seeking customer-centric and detail-oriented individuals to join our growing team as Licensed Service Agents within our Customer Solutions Center (CSC). The CSC is Simply Business's service department, focused on providing a great experience to all current and future customers.

Responsibilities

As a Licensed Service Agent, you will act as the primary contact for direct customer service inquiries, handling inbound & outbound service calls and direct email via our ZenDesk Customer Service software. You will also utilize various automated systems to perform your daily tasks and responsibilities.

• Handle inbound/outbound service calls
• Communicate with customers via direct email
• Meet or exceed Service KPI targets
• Respond to emails/chats via our ZenDesk Customer Service software
• Send Certificates of Insurance & Policy documents as requested
• Process credit card payments & make changes to payment method
• Quote and process policy renewals
• Process policy cancellations & rewrites as appropriate
• Make changes to current policies as required or requested
• Adhere to all compliance and quality standards
• Use relevant systems to update information held on customer accounts
• Communicate and liaise with customers using appropriate methods to ensure a good customer experience
• Ensure a smooth process is followed regarding payment of premiums and the issue of documentation
• Effective management of call backs and follow ups
• Attend and be present at internal Zoom meetings as needed

Requirements (Minimum Qualifications)

• Licensed Property & Casualty Producers in good standing
• 1+ year in Customer Service in a complex insurance environment
• Strong attention to detail
• Computer literacy with the ability to navigate and use multiple systems
• Active listening skills, with the ability to acknowledge and appreciate customers
• Ability to clearly communicate information about our insurance products to each customer, deal with different customer concerns, questions, and objections
• A team player who is able to work with others, as well as in isolation when required

Requirements (Preferred Qualifications)

• 6 months minimum call center and/or broker experience
• 1+ year commercial insurance experience
• Basic knowledge of back-office, Google Suite, Zendesk systems
• Excellent communication and customer service skills
• Flexibility to adapt one's style to engage with different customers in the right way

Company Information

Simply Business is a digital insurance brokerage that specializes in one thing: protecting the businesses our customers are working hard to build. We’re doing this by simplifying the insurance-buying process for all small businesses, blending together a combination of technology, data, and insurance knowledge. Our proprietary technology platform allows small business owners to easily search and compare quotes from over 20 top-rated insurance providers, customize their coverage, and purchase and access their policies - all online. Founded in the UK in 2005, Simply Business is an insurtech pioneer with nearly 20 years of experience supporting small businesses. Simply Business is passionate about building an outstanding product for our customers - one that empowers their entrepreneurial spirits. More importantly, we’re doing it all while taking care of our people. We’ve consistently been named a best place to work, including most recently ranking in Built In’s 2025 Best Companies to Work for in the US (Top 100), and Best Places to Work in Boston.

Benefits and Perks

Here are some of the great benefits and perks that come from being a Simply Business employee:

• Group plan for medical, dental, vision, and prescription drug coverage
• Short term disability, long term disability