Customer Service Rep

Responsibilities

• Deliver a best-in-class service experience to both our high-net-worth customers and broker partners.
• Support business growth and operational excellence.
• Handle a variety of policy servicing and support activities.
• Ensure seamless interactions across phone, chat, and email channels.
• Maintain the highest standards of service delivery.
• Manage complex inquiries with professionalism, accuracy, and efficiency.
• Process policy transactions including quotes, endorsements, cancellations, and payment activities with a high degree of accuracy.
• Maintain detailed and compliant documentation of all customer and agent interactions.
• Verify identities in accordance with regulatory and security protocols.
• Provide technical assistance and training related to internal systems, including policy administration, billing, and claims platforms.
• Proactively manage follow-ups and ensure timely completion of open service items.
• Collaborate with internal stakeholders to resolve complex issues and escalate as appropriate.
• Consistently achieve performance metrics related to productivity, quality, and service standards.
• Contribute to continuous improvement efforts, including process optimization initiatives and innovation programs.

Qualifications

• A high school education or equivalent required.
• 2+ years experience delivering high-quality customer service in a fast-paced call center environment.
• Excellent written and verbal communication skills across multiple channels (phone, chat, email).
• Strong problem-solving and interpersonal skills.
• Demonstrated ability to manage competing priorities and meet deadlines in a fast-paced environment.
• Proficiency with technology and ability to quickly learn new systems and platforms.
• Commitment to teamwork, continuous improvement, and operational excellence.
• Proficiency with technology and Microsoft Office required.

Benefits

• Base Salary Range: $48,000 - $52,000.
• Eligible to participate in annual discretionary bonus.
• Benefits: Health, Dental, Vision, Life, Disability, Wellness, Paid Time Off, 401(k) and Profit-Sharing plans.