Customer Service Representative II

Be the Voice That Makes a Difference

Are you passionate about helping people and creating positive customer experiences? Join our Customer Service team and become a trusted resource for clients by providing support, answering questions, and helping resolve concerns with professionalism and care.

In this role, you'll be at the heart of the customer experience, assisting policyholders with their insurance needs while building valuable skills in communication, problem-solving, and customer service. Every interaction is an opportunity to make a meaningful impact by delivering solutions and creating confidence in our products and services.

If you thrive in a fast-paced environment, enjoy helping others, and take pride in providing exceptional service, we'd love to hear from you.

What You'll Do

As a Customer Service Representative, you will:

• Respond to incoming calls by taking payments, confirming basic policy information, and updating account or policy details while working toward first-call resolution.
• Provide accurate and complete information to authorized parties, including policy details, coverage information, product guidance, and policy interpretations while validating caller identity and authority.
• Notify underwriting of changes in risk.
• Build expertise in systems used to access and share policy status, policy data, and inquiry information.
• Review, create, and update payment plans, including auto-draft setup, billing premiums to insureds, and reviewing premium payment applications.
• Identify funds needed to reinstate lapsed policies and ensure required approvals, documentation, forms, and payments are completed according to guidelines.
• Consistently meet productivity and quality goals.
• Deliver outstanding customer service by taking ownership of each call from start to finish while maintaining a positive, professional phone presence and communicating clearly with clients.
• Assist with assigned projects.

What Makes You Successful

You are someone who:

• Enjoys helping customers and solving problems.
• Communicates clearly and professionally.
• Can balance multiple priorities while maintaining accuracy.
• Learns new systems quickly and adapts to changing circumstances.
• Works well in a fast-paced, customer-focused environment.
• Takes ownership and follows through to resolution.

Required Qualifications

• High school diploma.
• One to two years of experience.
• 1 to 2 years of experience using computer software in a professional, educational, or customer-facing environment, including MS Office, CRM systems, ticketing systems, or email platforms.
• Strong problem-solving and multitasking skills.
• Attention to detail.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Ability to maintain attendance and adhere to scheduled work shifts.

Preferred Qualifications

• Bilingual (English/Spanish) skills.

Additional Requirements

• Quickly learn and use multiple systems and processes.
• Document customer interactions clearly, accurately, and completely.
• Perform effectively in a fast-paced environment with frequent interruptions and changing priorities.
• Reliable transportation to and from the designated office location, as this is an in-person position.

Why Join Us?

• Make a direct impact on the customer experience every day.
• Build valuable insurance and customer service expertise.
• Gain experience working with multiple systems and business processes.
• Join a collaborative team focused on helping customers and supporting one another.
• Develop skills that can open doors to future career growth opportunities.

Ready to make a difference?

If you're passionate about helping others, enjoy solving problems, and want to be part of a team committed to delivering exceptional customer experiences, we encourage you to apply. Join us as a Customer Service Representative II and bring your skills, dedication, and customer-first mindset to a role where your contributions make an impact every day.