Customer Service Representative I

Remote, full-time hourly position within the Operations department, reporting to the Customer Service Team Lead. Scheduled hours are 11:00 AM to 8:00 PM EST.

About the role

We are looking for a friendly Customer Service Representative to handle customer questions, escalations, and guide customers through basic troubleshooting or setup processes. The Customer Service team assists insureds, individuals, service providers, and adjusters with claim payments. This is an entry-level role ideal for individuals focused on customer service and technical support.

Responsibilities

• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Respond promptly to customer inquiries via phone, email, chat, and other channels.
• Resolve customer complaints, de-escalate situations, or escalate to the team lead, manager, or other internal resources as necessary.
• Develop knowledge of our products and services.
• Keep records of customer interactions, transactions, comments, and complaints.
• Communicate and coordinate with colleagues as needed.
• Provide feedback on the efficiency of the customer service process.
• Ensure customer satisfaction and provide professional support.

Requirements

• Associate degree OR 2+ years of relevant experience.
• Call center experience.
• Proven remote work experience.
• Insurance experience is preferred.
• Payments experience is preferred.

Skills & Qualifications

• Good computer skills with experience in Word, Excel, and Outlook preferred.
• Excellent customer service and people skills.
• Strong organization and prioritization abilities.
• Decisive, collaborative, flexible, and accommodating.
• Excellent written and verbal communication skills.
• Detail-oriented and able to follow instructions accurately.
• Not easily flustered and able to handle high-pressure situations.

Desired Traits

• Growth mindset.
• Problem-solving skills.
• Demonstrates ethical behavior.
• Leverages resources effectively.
• Strong drive and motivation.
• True team player.
• Supportive and adaptable to change.
• Commitment to personal and professional development.

Physical Demands

• Standard indoor office setting with exposure to computer screens.
• Requires repetitive motion of the wrists, hands, and/or fingers.
• Sufficient mobility to work in an office setting; ability to stand or sit for prolonged periods.
• Ability to operate office equipment, including computers, keyboards, mice, and scanners.
• Vision sufficient to read computer screens and printed documents, with or without correction.
• Hearing ability within the normal audio range, with or without correction.

Benefits

• Competitive salaries.
• Comprehensive benefits, including medical, dental, and vision insurance.
• 401(k) plan.
• Strong commitment to work-life balance.
• Opportunities for career advancement within a growing team of 1,200+ employees.

About the Company

At One Inc, we empower insurers to meet policyholder expectations with choice, control, convenience, and continuity. Our mission is to make every payment a promise kept. The One Inc Insurance Payments Network seamlessly integrates multi-channel digital communications with inbound payment processing and outbound disbursement, delivering a frictionless experience for both premiums and claim payments. With over $120 billion in annual payments volume, we serve more than 300 insurance carriers. Headquartered in Folsom, CA, we are proud to help insurers honor their commitments instantly and securely.