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.