Customer Service Representative

Role overview Help customers understand their insurance policies, address service needs, and complete policy-related transactions. The representative listens to questions, explains documentation and next steps, and works to resolve each interaction accurately while building customer trust.

Responsibilities - Respond to customer questions about insurance policies, processes, and current marketing campaigns using available resources. - Explain customer documents, clarify any actions required, and provide follow-up or updates as needed. - Enter and track information in appropriate databases and process policy changes accurately based on customer-provided details. - Ask questions and listen actively to understand concerns, responding with empathy and clear guidance. - Resolve routine, complex, and unusual issues, aiming for first-contact resolution and customer satisfaction. - Identify relevant cross-selling opportunities when applicable.

Requirements - Working knowledge of insurance policies and related procedures. - Strong listening, communication, and customer relationship skills, including the ability to handle sensitive questions with compassion. - Accuracy in data entry, documentation, and processing policy changes. - Ability to investigate customer concerns and resolve a range of questions using available tools and resources. - Active insurance license holders must end existing appointments before onboarding and may not hold outside appointments during employment. Applicants for adjuster roles who hold a resident producer license must surrender it when directed by the licensing team.

Benefits and work setup The stated pay range is $17.98–$26.16 per hour, based on experience and qualifications. Employees eligible to work from home receive a computer and peripheral equipment, plus a monthly internet reimbursement. Home-based work requires a private, dedicated workspace and reliable internet with at least 50 Mbps download and 5 Mbps upload.