We are looking for a Customer Service Advisor to join our team. In this role, you will be instrumental in managing customer interactions, providing support, and ensuring a smooth and satisfactory experience. If you have a passion for customer service and are comfortable in a dynamic environment, we invite you to apply!

Responsibilities

• Handle incoming customer inquiries via phone, email, chat, and SMS, ensuring prompt and professional responses.
• Assist with insurance policy processes for commercial insurance lines, focusing on servicing existing customers rather than aggressive sales.
• Provide guidance and support to customers who initiate applications online, finalizing their requests as needed.
• Identify and assess customers' needs to ensure a smooth, self-service experience while maintaining engagement throughout the process.
• Foster strong customer relationships and trust through open, proactive communication.
• Ensure accuracy and compliance when providing policy information, following established methods and tools.
• Meet customer service quality standards, including call handling quotas and efficiency targets.
• Address customer concerns, providing appropriate solutions and timely follow-ups to guarantee resolution.
• Maintain detailed records of customer interactions and account processes, ensuring seamless documentation.
• Adhere to company communication policies, procedures, and compliance guidelines within the insurance industry.
• Take the extra mile to engage customers, ensuring a positive service experience.

Skills & Qualifications

• Experience with automated systems and Microsoft Office products.
• Familiarity with CRM software, preferably HubSpot.
• Ability to efficiently navigate AWS Connect.
• Proven experience in customer support or client service, preferably within an insurance-related industry.
• Strong phone communication and active listening skills to effectively engage customers.
• Customer-oriented mindset with the ability to adapt/respond to different personalities and needs.
• Excellent written and verbal communication skills, ensuring professionalism in emails and chats.
• Ability to multi-task, prioritize, and manage time effectively while maintaining high service quality.
• Fully bilingual (English -Spanish).
• Basic keyboard and data entry skills for efficient documentation.
• Stable home office setup required to ensure reliable connectivity for remote work.
• High school diploma or equivalent preferred.

NOTE: Office ours are 7am-5pm, 8am-6pm, or 9am-7pm CT.