Customer Experience Representative

About the role

The Customer Experience Representative serves as the initial point of contact for AssuranceAmerica customers, handling calls related to underwriting and billing issues, program inquiries, policy changes, and other corporate matters. This role requires someone who can create positive, solution-focused experiences, demonstrates moderate technical proficiency, and maintains a confident and professional phone presence.

Responsibilities

• Serve as a problem-solver on the front lines, responding to inbound customer calls with a focus on identifying root cause of issues, analyzing unique situations, and delivering accurate, personalized solutions that align with company standards and customer needs.
• Apply sound judgement and critical thinking when assisting with underwriting activities, ensuring timely and appropriate handling of exceptions or nuanced policy scenarios.
• Navigate and leverage the policy management system efficiently, using its tools to troubleshoot issues, improve processing accuracy, and identify trends or recurring challenges.
• Collaborate across the team with a solutions-oriented mindset, contributing to team discussions and best practices that enhance customer outcomes and operational effectiveness.
• Prioritize and organize daily tasks with attention to detail and time management, ensuring timely and thorough resolution of customer inquiries and back-end responsibilities.
• Consistently meet or exceed departmental KPIs and performance metrics by balancing efficiency with high-quality customer engagement.
• Demonstrate initiative and a growth mindset, actively seeking opportunities to broaden knowledge across departments and contribute to process improvements – positioning yourself for future advancement into roles in underwriting, sales, claims, or operations.

Requirements

• Required: Bachelor’s degree OR 3 years plus of experience in a role requiring critical thinking, problem resolution, and direct interaction with clients or stakeholders.
• Preferred: Creative problem-solving abilities, with the capacity to collaborate across departments and consider diverse perspectives in decision-making.
• Excellent PC skills.
• Preferred: Bilingual (English-Spanish).
• Experience in call center, inside sales, supply chain, or logistics roles involving client support and a solutions-focused approach.

Qualifications

• High school diploma or equivalent required.
• Must be able to lift 15 pounds at times.
• Must be able to navigate various departments of the organization's physical premises.

Skills

• Customer service skills.
• Problem-solving skills.
• Technical proficiency.
• Attention to detail.
• Time management.

Benefits

High-performing team members in this role will have clear paths to advance within the Customer Experience department or explore new opportunities across other fast-growing areas of the business.

Pay

Compensation is commensurate with experience.

Schedule

This position is hiring exclusively for the 12:30 p.m. – 9:00 p.m. ET shift. Work arrangement depends on location: Atlanta, GA, Birmingham, AL, Tampa, FL, and McAllen, TX are hybrid; Nebraska is fully remote. All arrangements are subject to business needs.