VIP Agency LLC Customer Service Representative Lake Wales, FL · Full time Company website

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VIP Agency LLC is an independent health insurance brokerage dedicated to helping individuals, families, self-employed professionals, and small businesses find the health coverage that best fits their unique needs. Operating under the VIP Health Insurance branding, the agency provides personalized guidance on ACA Marketplace plans, private health insurance, PPO plans, supplemental coverage, and other health insurance solutions from top-rated insurance carriers. As an independent brokerage, VIP Agency LLC represents multiple insurance companies, allowing its licensed agents to recommend coverage based on each client's needs rather than any single carrier. The agency is committed to making health insurance simple, transparent, and stress-free by providing expert advice, ongoing customer support, and long-term service before, during, and after enrollment. In addition to our internal team of agents and staff, we also help external independent health insurance agents build their own businesses by providing competitive contracts with the top carriers across the country.

We are a growing, customer-focused health insurance agency dedicated to helping individuals and families find the right health insurance coverage. Our team prides itself on providing honest guidance, exceptional customer service, and long-term support for our clients.

We are seeking a friendly, dependable, and detail-oriented Customer Service Representative who enjoys helping people. This position is ideal for someone who values organization, communicates professionally, and takes pride in delivering an outstanding customer experience.

Position Overview

As a Customer Service Representative, you will serve as one of the primary points of contact for our clients. You will assist customers by phone, email, and in person with questions regarding their health insurance coverage, policy changes, billing inquiries, enrollment assistance, and general account support.

You will work closely with our licensed insurance agents to ensure every client receives timely, accurate, and professional service while maintaining strict confidentiality and compliance with industry regulations.

Primary Responsibilities

• Answer incoming phone calls professionally and courteously.
• Make outbound customer service calls to current clients.
• Respond to customer emails and text messages promptly.
• Assist clients with policy questions, billing concerns, and general account inquiries.
• Process policy changes, updates, cancellations, and requested documentation.
• Assist with health insurance applications and required paperwork.
• Identify possible sales opportunities with current, past, and prospective clients.
• Maintain accurate customer records in the agency management system.
• Verify customer information and ensure documentation is complete.
• Schedule appointments for insurance agents.
• Follow up with clients regarding outstanding documents or information.
• Communicate with insurance carriers to resolve customer issues.
• Maintain HIPAA confidentiality and comply with all applicable regulations.
• Perform general office and administrative duties as assigned.
• Help create a welcoming and professional experience for every client.

Qualifications

• High school diploma or GED required.
• Previous customer service experience required.
• Prior experience in insurance, healthcare, medical office, banking, or financial services is preferred but not required.
• Strong computer skills, including Microsoft Office and web-based applications.
• Ability to learn new software quickly.
• Excellent written and verbal communication skills.
• Strong organizational and time management skills.
• Ability to multitask while maintaining accuracy.
• Professional appearance and positive attitude.
• Ability to work independently and as part of a team.

Preferred Qualifications

• Health insurance experience is a plus, but not required.
• Florida Health & Life insurance license, or ability to get licensed after hired.
• Experience with CRM or agency management software.

Desired Skills

The ideal candidate will possess many of the following qualities:

• Friendly and approachable personality
• Outstanding customer service skills
• Strong attention to detail
• Excellent listening skills
• Dependable and punctual
• Positive attitude
• Professional telephone etiquette
• Problem-solving mindset
• Ability to remain calm under pressure
• Strong written communication
• Excellent organizational abilities
• Ability to prioritize multiple tasks
• Self-motivated with a willingness to learn
• High level of integrity and confidentiality
• Team-oriented while also working independently

Physical Requirements

• Ability to sit for extended periods.
• Frequent computer and telephone use.
• Occasionally lift or move office materials up to 20 pounds.

What We Offer

• Competitive hourly pay based on experience
• Paid training
• Opportunities for career growth
• Supportive team environment
• Stable full-time employment
• Monday through Friday schedule
• Paid holidays and paid time off (if applicable)

We're Looking For Someone Who...

• Genuinely enjoys helping people.
• Is dependable and takes pride in doing quality work.
• Communicates professionally with customers and coworkers.
• Willing to work extended hours and days during the annual open enrollment period.
• Learns quickly and adapts to new situations.
• Wants to build a long-term career rather than simply finding another job.
• Brings a positive attitude and contributes to a supportive team culture.

If you're passionate about helping others, enjoy solving problems, and want to be part of a growing health insurance agency that values excellent customer service, we'd love to hear from you.

Apply today and become part of our team!