Customer Service Representative

Remote (United States)

Job Details

Employment Type: Full Time

Compensation: $18.00 per hour during training; $20.00 per hour after successful completion of licensing and training

Position Overview

This remote Customer Service Representative opportunity focuses on delivering accurate, timely, and high-quality support across multiple communication channels. The role is responsible for helping customers resolve questions, maintaining complete account documentation, coordinating with internal teams, and adapting to changing priorities while providing a consistently positive customer experience.

What You'll Do

• Provide high-quality customer service by phone, email, chat, and other communication channels while maintaining clear, professional, and courteous communication.
• Document customer accounts thoroughly and accurately immediately after each action or interaction.
• Use available tools and job aids effectively, applying basic troubleshooting steps to resolve customer inquiries before escalating issues when necessary.
• Assist with simple certificate requests and manage assigned email inboxes.
• Manage tasks independently, take initiative, and work with minimal supervision to maintain a high level of service.
• Adapt quickly to changing customer needs and shifting communication channel demands while demonstrating empathy in each customer interaction.
• Provide frontline feedback on recurring customer concerns and pain points to help improve processes and AI-generated responses.
• Perform additional duties as requested, directed, or assigned.

Qualifications

• High school diploma or equivalent is required.
• At least 2 years of customer service experience is required, preferably in a call center or other service-focused environment.
• Ability to obtain and maintain a Property & Casualty (P&C) insurance license.
• Ability to adapt to changing customer needs and work effectively across multiple communication channels.
• Strong problem-solving skills with the ability to troubleshoot issues before escalation.
• Strong written and verbal communication skills.
• Proficiency with common customer service software and systems, including CRM tools.
• Strong time management and multitasking skills with the ability to handle multiple customer interactions and responsibilities efficiently.
• Comfort using AI-enabled customer support tools, including chatbots, AI knowledge bases, or generative AI assistants, to locate information and help draft customer responses.
• Willingness to learn and follow established guidelines for the use of AI-enabled support tools.

Benefits

• Health, dental, and vision plans.
• Four weeks of paid time off.
• Ten paid company holidays plus two floating holidays.
• 401(k) program with employer match.
• Personal assistance programs designed to support a healthy work-life balance.
• Opportunities to contribute to projects focused on improving the customer experience and service processes.
• Collaborative work environment with opportunities for professional growth and development.