Call Center Customer Service Representative

About the role

We are seeking a dynamic and customer-focused Customer Service Representative (CSR) to join our team. In this role, you will serve as a primary point of contact for customers, providing accurate information, resolving inquiries, and delivering an exceptional service experience.

Responsibilities

• Respond to incoming customer inquiries via phone, chat, and email in a timely and professional manner.
• Aid current and prospective customers with policy interpretation, claims inquiries, and premium/billing-related matters.
• Review and interpret insurance policy terms to determine coverage eligibility.
• Clearly explain policy details and ensure customer understanding by confirming and clarifying information as needed.
• Handle requests related to coverage changes, account cancellations, and customer concerns.
• Identify customer needs and provide appropriate solutions to support retention and satisfaction.
• Investigate and resolve issues by gathering necessary information and utilizing available resources.

Requirements

• High school diploma or equivalent required; associate degree or higher preferred.
• Minimum of 2 years of call center or customer service experience in a high-volume environment with performance metrics.
• Strong attention to detail with the ability to follow complex procedures accurately.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, Teams).
• The ability to navigate multiple systems and resources simultaneously while maintaining accuracy.
• Excellent verbal and written communication skills.
• A strong customer service orientation with professional phone and email etiquette.
• The ability to adapt quickly in a fast-paced, changing environment.
• A receptive to coaching and feedback with a commitment to continuous improvement.
• Strong organizational skills and the ability to type 40–50 words per minute.

Qualifications

High school diploma or equivalent required; associate degree or higher preferred.

Skills

• Customer service orientation
• Professional phone and email etiquette
• Adaptability
• Attention to detail
• Problem-solving
• Communication skills

Pay

Pay Range: $19.00 - $19.00 Hourly

Schedule

Not specified