Customer Care Associate

About the role

UnifyCX is growing and we’re looking for a Customer Care Representative to join our motivated and ambitious team in San Antonio, TX. UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman customer experiences through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like GoTalent.AI, Voice of Customer, and automatic QA. Our outcome-based model prioritizes measurable results for more than 200 client programs serviced today. With a focus on automation, talent enablement, strategic partnerships, and strict data ethics, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact. Location: 2735 Austin Hwy, San Antonio 78213.

Responsibilities

• Process incoming and outgoing focused phone calls to collect information, investigate issues, or diagnose and troubleshoot problems.
• Research and resolve issues, within the scope of responsibility.
• Obtain, enter, and verify customer information in designated systems.
• Document customer notes with clear, concise explanations in a timely, and accurate manner, navigating systems while on the phone and documenting as much of the conversation in real-time as possible.
• Maintain established quality, calls/interactions per hour, and response time metrics, while supporting overall goals and objectives.
• Maintain excellent product knowledge, stay informed with training updates and email updates.
• Follow proper escalation pathways determined by each program and situations.
• Optimize each contact with a customer by outlining opportunities and benefits of pursuing relationship with assigned client.
• Ensure that calls are processed in strict adherence to established policies, procedures, quality standards as well as applicable federal laws and regulations.
• Maintain strict confidentiality of information provided by customer or data accessed within assigned systems.
• Establish and maintain a professional relationship with internal/external customers, team members and department contacts.

Requirements

• Minimum 6 months Insurance experience or 6 months customer service experience, preferably in a professional or call-center environment.
• Ability to demonstrate internet-based, multi-screen computer navigation with ease.
• Commitment to Reliability.
• Strong Customer engagement skills.
• Basic understanding of the Insurance Industry.
• Understanding of Jewelry / Asset type of insurance is a plus.
• Technical troubleshooting experience preferred but not required.
• Comfortable handling customer support inquiries and customer support