Customer Service Representative (CSR) at CNS Companies – Lititz, Pennsylvania

CNS Insurance LLC specializes in trucking and commercial auto insurance solutions for transportation companies across the United States. We work with trucking fleets, owner-operators, logistics providers, and transportation businesses to provide tailored insurance programs, risk management guidance, and DOT compliance services that help our clients operate safely and efficiently.

Our team focuses on delivering exceptional service while helping transportation companies protect their fleets, drivers, and operations.

Position Overview

The Customer Service Representative (CSR) provides administrative and client support for existing insurance clients and producers. This role assists with policy servicing tasks, certificate requests, billing inquiries, and documentation management. The CSR acts as a service liaison between clients, insurance carriers, and licensed team members to ensure client requests are handled quickly and accurately. This role does not require an insurance license, but offers an opportunity to gain experience in the commercial insurance industry.

Primary Responsibilities

Client Support

• Serve as a primary service contact for existing clients via phone and email.
• Assist clients with general policy questions and service requests.
• Route coverage questions or binding requests to licensed agents.
• Provide friendly, timely service to maintain strong client relationships.

Certificate of Insurance Processing

• Process Certificates of Insurance (COIs) for trucking clients and certificate holders.
• Send certificates to shippers, brokers, and insured clients.
• Ensure proper certificate wording based on client contract requirements.
• Track and maintain certificate holder records.

Policy Documentation & CRM Updates

• Maintain accurate records in the agency CRM/management system, including:
  • Client contact information
  • Vehicle and driver lists
  • Policy numbers and effective dates
  • Certificate holders
  • Attach supporting documents to client files
• Upload and organize policy documents and endorsements.

Policy Change Requests

• Collect information from clients regarding requested policy changes.
• Submit requests to licensed agents or account managers for processing.
• Track status of changes and communicate updates to clients.

Claims Assistance

• Help clients report claims by directing them to the appropriate carrier.
• Provide claims contact information and assist with documentation requests.
• Request loss runs from carriers when needed.

Billing & Payment Support

• Answer basic questions about payment schedules and billing statements.
• Send invoices for services such as driver MVR reports or additional quote requests.
• Process online payments and document them in client records.
• Notify clients of non-pay cancellation notices and provide payment options.

Renewal Support

• Assist licensed staff with renewal preparation tasks such as:
  • Updating client information
  • Issuing renewal certificates
  • Updating policy details in the CRM
• Send renewal documents to clients when requested.

Cross-Promoting CNS Services

• Identify opportunities to inform clients about additional CNS services, including:
  • DOT compliance support
  • Safety programs
  • Additional insurance coverages
• Refer interested clients to licensed agents or producers.

Career Opportunity

This role offers an opportunity to learn the trucking insurance industry and may lead to advancement into roles such as:

• Licensed Customer Service Representative
• Account Manager
• Transportation Insurance Advisor
• Insurance Producer

Skills/ Competencies

To be successful in this position, the employee will possess the following skills and competencies:

• Ability to work independently and as a part of a team
• Exceptional customer service skills
• Excellent written and verbal communication skills
• Proficient computer skills; ability to adapt to new computer software quickly
• Willingness and a desire to learn new things
• Highly organized
• Ability to prioritize and manage multiple tasks