Customer Service Representative

About AACI Group

AACI Group, Inc. is dedicated to making insurance more accessible and affordable in catastrophe-prone regions. Climate change is increasing the frequency and severity of wildfires and other natural disasters, while carriers are retreating from high-risk markets. Homeowners are being left with fewer and more expensive options. We are addressing this challenge by building AI-native insurance agencies and digital services that combine risk data, loss prevention, and innovative product delivery.

About Five Bays Insurance Agency

Five Bays Insurance Agency is an independent personal lines insurance agency helping homeowners and property owners secure coverage in hard-to-insure, catastrophe-prone markets, with an initial focus on California. We specialize in navigating constrained underwriting environments and helping clients maintain meaningful, sustainable coverage.

Role Overview

Five Bays sells in squads: an Account Executive (AE), an Account Manager (AM) and a Customer Service Representative (CSR), backed by automated quoting, a Manual Quoting team for manual and wholesale risks, and a centralized Servicing team that owns everything after bind. As the CSR, you are the operational engine of your squad. You keep the inbox clean, get every deal prepared, and make sure nothing waits on a licensed advisor that you could have handled. No insurance license is required. This role is for someone who wants to learn insurance sales from the inside and build toward a licensed career.

Key Responsibilities

• Triage the squad inbox and match every email and call to the right deal in our CRM

• Make first contact on new deals and route each one to the right lane, following our switch rules

• Prepare deals for your AE and AM: collect factual information, confirm property details and gather required documents

• Schedule calls and follow-ups, and chase pre-bind documents from clients

• Keep every deal current in our CRM with a clear next action, owner and due date

• Prepare manual quote requests and assemble the handoff package at bind

• Answer the squad phone line and take a turn on the Intake rotation

• Use our AI-native tools to draft, log and organize work faster

You will not discuss or interpret coverage, recommend carriers, present or explain quotes, or bind. Your licensed AE and AM own those conversations. Your job is to make sure they spend their time on them.

Qualifications

• 1+ years in customer service, sales support, operations or a similar role; insurance experience is a plus, not a requirement

• No insurance license required

• Exceptionally organized, with a bias for clearing the queue and following through

• Clear, professional written and phone communication

• Comfortable working across email, phone, CRM and shared inboxes

• Desire to embrace and incorporate advanced AI tooling into daily workflows

• Interest in sales and in growing into a licensed role

Compensation & Benefits

• Health benefits and paid time off

• Growth opportunities within Five Bays and AACI Group, including a path to Account Manager with licensing support

Location & Reporting

• Remote within the U.S., working California business hours (Pacific time)

• Reports to the VP of Operations, working day to day with your squad’s Account Executive

Why Join Us

This is an opportunity to join an early-stage, AI-native insurance agency at the forefront of climate and housing challenges. As a CSR, you will work alongside experienced producers, see how real deals close, and build toward a licensed sales career.