Customer Service Representative (Travel Insurance)

About the role

Integrated Specialty Coverages, LLC (ISC) is a growth stage technology and data-driven commercial MGA and insurance wholesaler leading innovation in the market. Backed by one of the leading private equity firms, Onex Partners, and led by a forward-thinking management team, ISC is combining the worlds of insurance and technology to create an Insurtech powerhouse. As a leading online distributor of insurance products for a range of industries and "Main Street USA", we are looking for the right people to help us in our mission of achieving exponential growth. We strive to be the number one place to go for brokers and agents to source insurance. To accomplish this, we’re building a digitally focused team that deeply understands the intersection between user experience, data, and AI/ML to optimize the way we engage with our customers and partners.

Job Summary

The Customer Service Representative serves an important role for TravelInsurance.com. They are usually the first point of contact for people seeking new travel insurance policies or seeking assistance with existing travel insurance policies. They are responsible for answering the phone and assisting qualified leads from our website, as well as assisting existing customers with policy assistance via our live chat platform and phone system. Our primary goal is to provide an A+ customer experience to our customers while being friendly, knowledgeable and professional.

Position Responsibilities

• Serve as a first point of contact for prospective and existing customers by answering inbound phone calls and responding through live chat in a professional, friendly, and timely manner.
• Deliver an A+ customer experience by actively listening, identifying customer needs, and providing accurate guidance on new and existing travel insurance policies.
• Use a consultative sales approach to qualify leads, ask thoughtful questions, recommend appropriate coverage options, and help customers select the best solution for their travel plans.
• Absorb and maintain a strong working knowledge of TravelInsurance.com products, carrier offerings, policy details, and key coverage differences in order to communicate information clearly and confidently.
• Accurately document customer interactions and manage multiple conversations or tasks at once while maintaining attention to detail and service quality.
• Demonstrate a positive, proactive, and customer-focused mindset while contributing to team goals and supporting a high-quality customer experience.

Minimum Qualifications

• Minimum of 1 year of sales experience required; customer service experience in the travel insurance industry strongly preferred.
• Current travel and/or property & casualty insurance license required
• Must be authorized to work in the United States.
• Strong verbal and written communication skills, with the ability to explain coverage options and policy details clearly to customers.
• Inbound call center experience preferred, along with the ability to multitask effectively in a fast-paced, customer-facing environment.
• Strong computer, email, and keyboarding skills, with comfort using phone and chat systems to support customers efficiently.
• Flexible, customer-focused, and dependable, with a positive attitude and the ability to adapt to changing business needs and work hours.

Benefits

• Employee Ownership Program - every eligible employee shares in the financial rewards that grow when the company grows
• Professional development opportunities
• Owner Referral Program
• Work from home reimbursement for remote/hybrid roles
• Canary emergency financial assistance program
• Comprehensive medical, dental, vision
• Life/AD&D Insurance
• Confidential, Employee Assistance Program
• Health Savings Account, includes company contribution
• Short-term disability
• Voluntary benefits - supplemental accident, critical illness, hospital insurance
• Employee discounts
• 401(k) Plan with company match contribution
• Addition Wealth Financial Wellness Program
• Variety of Time Off Programs
• 11 company paid holidays