Senior Customer Experience Representative

Accountabilities:

• • Handle inbound customer calls and create positive, trust-based interactions through active listening, empathy, and clear communication.
  • Manage financial transactions and coverage changes accurately while following applicable policies, procedures, and compliance requirements.
  • Research, troubleshoot, and resolve customer requests using internal systems, tools, and resources.
  • Educate customers on insurance coverage options, policy features, and relevant considerations to help them make informed decisions.
  • Create and communicate quote options while guiding customers through the decision-making process.
  • Handle complex customer inquiries with professionalism, sound judgment, and a strong focus on resolution.
  • Consistently meet or exceed monthly KPIs, service metrics, and other performance expectations.
  • Maintain an active Personal Lines License and complete all required continuing education to remain compliant.
  • Identify opportunities to improve internal tools, application functionality, workflows, and the overall customer experience.
  • Work independently with minimal supervision while exercising appropriate judgment in ambiguous or challenging situations.
  • Stay current on products, services, and application functionality to provide accurate and effective customer guidance.
  • Collaborate with colleagues and internal teams to share knowledge and contribute to continuous improvements in customer service delivery.

  Requirements:

  • 1–2 years of customer service experience, preferably in insurance or a related customer-facing environment.
  • Active Personal Lines License, or the ability and willingness to obtain one within 30 days of employment.
  • Demonstrated ability to perform effectively in a fast-paced, high-volume inbound call environment.
  • Strong verbal communication, active listening, relationship-building, and problem-solving skills.
  • Ability to handle complex or sensitive customer inquiries with professionalism, patience, and empathy.
  • Strong attention to detail and the ability to manage multiple tasks while maintaining accuracy.
  • Self-directed, dependable, and accountable, with the ability to work effectively with minimal supervision.
  • Ability to exercise sound judgment and make appropriate decisions when customer situations are ambiguous or require independent resolution.
  • Collaborative mindset and enthusiasm for learning new insurance products, processes, and technology.
  • Proficiency with Microsoft Office and Google Workspace applications.
  • Ability to operate a computer for extended periods and communicate effectively with customers, colleagues, and other stakeholders.
  • Ability to participate in virtual interviews with camera enabled as part of the hiring process.

  Benefits:

  • Hourly compensation: $20.92 per hour.
  • Full-time employment.
  • Remote work arrangement within the United States, with flexibility to work from the location that works best for you.
  • Monday–Friday schedule from 12:00 PM to 8:30 PM EST.
  • Opportunity to develop deeper expertise in personal lines insurance and customer experience.
  • Opportunity to contribute ideas that influence customer-facing products, tools, and service processes.
  • Reasonable accommodations available for qualified individuals with disabilities.