Licensed Customer Care Agent- Evening Shift

About the role

This position is for a Licensed Customer Care Agent – Evening Shift based in the United States, working remotely. The role provides responsive, high-quality customer support across phone, email, text, chat, and social media channels. You will help customers navigate insurance and non-insurance questions while creating a positive and efficient service experience. The position combines customer care, insurance expertise, problem-solving, enrollment support, claims processing, and administrative responsibilities. You will serve as a trusted resource for customers while identifying opportunities to educate them about relevant coverage options. The role requires careful attention to policy requirements, accurate data entry, and effective use of digital customer service tools. You will work remotely as part of a collaborative, fast-paced environment focused on exceptional service and continuous improvement. The regular evening shift is 12:00 p.m. to 8:30 p.m. ET, making this opportunity well suited to professionals seeking a consistent later-day schedule.

Responsibilities

• Deliver exceptional customer service across multiple communication channels, including phone, email, text, chat, and social media, while responding accurately and efficiently.
• Research customer questions and use sound problem-solving skills to resolve issues, address service concerns, and restore positive customer relationships.
• Provide clear and accurate information regarding insurance products, policies, processes, and non-insurance-related inquiries.
• Apply established policies and procedures to ensure claims and policy transactions are handled appropriately, while recognizing situations that may require escalation or an exception.
• Educate customers about available products and coverage options and proactively identify opportunities to support additional coverage needs.
• Process new customer enrollments, incoming claims, and ongoing fulfillment activities in accordance with applicable policies and procedures.
• Use ticketing systems, back-office applications, and other digital tools to manage customer interactions, track activities, and monitor performance.
• Complete accurate and timely data entry associated with customer service, enrollment, claims, and fulfillment activities.
• Maintain a high level of professionalism, empathy, responsiveness, and attention to detail across every customer interaction.
• Support additional customer care and operational initiatives as assigned.

Requirements

• Existing Property & Casualty Insurance License is required.
• Previous experience in a customer service role involving a high volume of direct customer interaction.
• Experience using customer service or ticketing platforms such as Zendesk, Kustomer, Gladly, or comparable systems.
• Excellent verbal and written communication skills, with the ability to explain information clearly and professionally.
• Strong administrative and computer skills, with confidence learning and navigating multiple digital systems.
• Exceptional attention to detail and accuracy when handling customer information, transactions