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 attitude 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
• Effective communication skills
• Attention to detail
• Problem-solving abilities
• Adaptability

Benefits

One80 Intermediaries is an equal opportunity workplace and is committed to ensuring equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.

Pay

The pay range provided above is made in good faith and based on our lowest and highest annual salary or hourly rate paid for the role and takes into account years of experience required, geography, and/or budget for this role.