Although a customer service representative (CSR) is responsible for a variety of tasks in an insurance office, the two primary roles are helping customers and processing transactions. When the phone rings, the CSR is usually the first to answer the call. He or she is the front line to the client. Technology is evolving both in the office and online. Agency Web sites have become more than electronic billboards. Growing numbers of CSRs are tech savvy, are active in virtual networking and use Facebook, blogs, Twitter, and LinkedIn. The agency's Web site can attract new clients as well as reconnect with existing ones. Having a business Facebook site will allow a CSR to send an invitation to friends, family and even existing clients. There are many social media online; pick just a few and let your CSRs build new working relationships. Make your next marketing plan fun, interactive, and get your CSRs involved.