Customer Service Agent (Remote - Miami)

Responsibilities

• Answer incoming phone calls, emails, and voicemails from customers, travel advisors, and business partners.
• Provide accurate information regarding travel insurance products, coverage, and policy benefits.
• Assist customers with policy purchases, changes, cancellations, and refund requests.
• Guide customers through the claims process and assist with opening new claims.
• Answer questions regarding claim forms and required supporting documentation.
• Monitor and communicate claim status updates to customers.
• Process special policy issuances for key partners and accounts.
• Research and resolve customer inquiries in a professional and timely manner.
• Escalate complex customer concerns or complaints to management when appropriate.
• Accurately document customer interactions and maintain records in company systems.
• Meet quality, productivity, and customer service standards established by the company.
• Work collaboratively with team members and other departments to ensure an excellent customer experience.
• Participate in training and professional development opportunities.
• Perform other duties and special projects as assigned.
• Cover weekend shifts or extended hours as business needs require.

Qualifications

• Previous call center, customer service, hospitality, or other customer‑facing experience preferred.
• Insurance industry or agency experience is a plus but not required.
• Excellent verbal and written communication skills.
• Strong customer service and problem‑solving abilities.
• Ability to handle multiple tasks and prioritize work in a fast‑paced environment.
• Strong attention to detail and organizational skills.
• Proficiency with Microsoft Office applications, including Outlook, Word, and Excel.
• Ability to learn new systems, products, and procedures quickly.
• Fluency in Spanish is a plus but not required.
• General travel knowledge from personal or professional experience is a plus.
• Location in or near the Miami, FL area (position requires periodic in‑person team meetings and training sessions in Miami).

Benefits

• Bonus plan.
• Medical, dental, and vision insurance with no waiting period.
• Generous paid time‑off in the year of hire.
• 401(k) with employer match.
• Annual profit‑sharing opportunity.
• Voluntary benefits.
• Paid holidays.
• Paid lunch break.
• Comprehensive training and support to develop knowledge and skills.
• Ongoing coaching and development opportunities.
• Collaborative team environment focused on customer satisfaction.
• Opportunities for career growth and advancement based on performance, contributions, and business needs.

Pay

$22.00 USD per hour