Licensed Customer Service Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage incoming customer calls in a dynamic call center setting

• Respond to inquiries regarding renewals, coverage, eligibility, billing, and policy modifications

• Evaluate the needs of customers and agents to enhance satisfaction, promote business growth, and ensure retention

• Offer advice and recommendations on various insurance products and services

• Employ upselling and cross-selling techniques to inform customers

• Achieve targets for call quality, handling time, lead transfer ratio, adherence, first-call resolution, and reliability

• Diligently maintain and track information across multiple computer systems

• Deliver expert, round-the-clock support to agents and their clients in the independent agency sector

⛳️ Requirements

• A valid Property & Casualty License or Personal Lines License is essential

• An associate degree in a business-related field is preferred, or equivalent experience is required

• At least 6 months of relevant work experience is necessary

• Experience in customer service is preferred

• Capability to review, document, and organize written information from diverse sources without a predefined format

• Exceptional oral, written, and interpersonal communication skills

• Ability to multitask effectively in a structured work environment

• Capacity to manage confidential and proprietary information

• Computer proficiency is a must

• Familiarity with Microsoft Office tools is required

• Clear understanding of organizational policies, standards, and procedures

• Willingness to work various shifts, including weekends and holidays

• Availability for monitored mandatory training from Monday to Friday, 10:00 AM to 6:30 PM EST

🏝️ Benefits

• Compensated, mandatory training lasting approximately 12 weeks

• Flexible Time Off: 15 days of annual accrual

• Comprehensive benefits package

• Workplace flexibility options

• Opportunities for professional development

• Access to Employee Resource Groups

• Benefits that support life and well-being