Customer Support Agent

About The Role We are seeking a dedicated and enthusiastic Customer Support Agent to join our dynamic team. In this role, you will serve as a vital point of contact for our existing customers, assisting them with various insurance-related inquiries and service requests. Your primary responsibilities will include responding to inbound calls, processing policy changes such as adding or removing vehicles and drivers, updating lienholder information, and providing detailed explanations about policy coverages and benefits. The ideal candidate will possess a genuine passion for helping others and a commitment to delivering exceptional customer service. By actively engaging with our customers, you will play a crucial role in fostering customer loyalty and retention, ultimately contributing to the company's growth and success.

Qualifications

• Minimum of 2+ years of experience working in a call center or customer service environment
• Strong communication and interpersonal skills
• Ability to multitask and manage multiple priorities effectively
• Detail-oriented with excellent organizational skills
• Proficiency in using CRM and call management software
• Knowledge of insurance policies and terminology is preferred but not mandatory
• High school diploma or equivalent; additional certifications in insurance or customer service are a plus
• Must be comfortable working remotely and have a reliable internet connection

Responsibilities

• Respond promptly and professionally to inbound customer calls and inquiries
• Process service requests such as adding/removing vehicles, updating driver and lienholder information, and sending policy documents
• Assist customers with questions related to policy coverage, benefits, and making policy adjustments
• Identify opportunities to retain policyholders at risk of cancellation by providing tailored solutions
• Maintain accurate and detailed records of customer interactions and transactions
• Collaborate with internal teams to resolve complex issues and ensure customer satisfaction
• Stay informed about product updates, insurance policies, and company procedures through ongoing training

Benefits

• Competitive hourly wage ranging from $19.00 to $21.00
• Company-sponsored P&C license (expected within 60 days of employment)
• Comprehensive medical, dental, and vision insurance plans
• 401(k) plan with employer matching contributions
• Remote work opportunity with provided work equipment
• Ongoing training and mentorship from experienced leadership
• Flexible scheduling options, including 5-day, 8-hour shifts or 4-day, 10-hour shifts
• Access to a broad portfolio of over 55 insurance carriers and products