Customer Support Agent

About The Role We are seeking a dedicated and enthusiastic Customer Support Agent to join our expanding team. In this role, you will serve as a vital link between our company and our valued customers. Your primary responsibility will be to assist existing customers with their insurance policies, ensuring they receive prompt and effective support. You will handle inbound calls, process service requests such as adding or removing vehicles and drivers, update lienholder information, and send policy documents. Additionally, you will answer questions regarding policy coverage, benefits, or facilitate policy modifications to meet customer needs. A key aspect of your role will be to work proactively to retain policyholders who may be at risk of cancellation by offering tailored solutions and exceptional service. This position offers a unique opportunity to make a meaningful impact on millions of lives by providing outstanding support and fostering customer loyalty in a fast-paced, innovative environment.

Qualifications

• Minimum of 2 years of experience working in a call center or customer support environment
• Excellent communication and interpersonal skills
• Strong multitasking abilities and capacity to manage multiple priorities
• Passion for helping others and delivering exceptional customer service
• Knowledge of insurance policies and related terminology (preferred but not mandatory)
• Ability to work independently and as part of a team
• Proficiency with computer systems and CRM tools
• High school diploma or equivalent; higher education or relevant certifications are a plus

Responsibilities

• Respond promptly to inbound calls from existing customers, providing courteous and professional assistance
• Process service requests such as adding or removing vehicles and drivers, updating lienholder information, and sending policy documents
• Address customer inquiries related to policy coverage, benefits, and modifications
• Assist customers in making changes to their insurance policies to ensure their needs are met
• Identify at-risk policyholders and work proactively to retain their business by offering appropriate solutions
• Document customer interactions accurately and maintain detailed records of all service requests and communications
• Collaborate with internal teams and insurance carrier partners to resolve issues efficiently
• Stay informed about product updates, policy changes, and company procedures through ongoing training

Benefits

• Competitive hourly wage ranging from $19.00 to $21.00
• Company-sponsored P&C license training and certification (expected within 60 days of employment)
• Comprehensive medical, dental, and vision insurance plans
• 401(k) retirement plan with employer matching contributions
• Remote work flexibility with provided work equipment
• Ongoing training, mentorship, and professional development opportunities
• Access to a diverse portfolio of over 55 insurance carriers and products
• Flexible scheduling options, including a 5-day, 8-hour workweek or a 4-day, 10-hour workweek
• Paid time off and parental leave benefits
• Wellness programs and other employee support initiatives