Customer Care Agent

Job Description

Job Description

As the nation’s original travel insurance comparison site, InsureMyTrip, a member of the Ignyte Insurance group of companies, has over 20 years of experience connecting travelers with the best trip policy. Joining the InsureMyTrip Team means having the advantages of being part of a leading company while enjoying many of the benefits more typical of a startup culture. You’ll have the ability to make an impact, influence key strategic decisions and create or change processes.

At InsureMyTrip, our Customer Care Agents are trusted guides who help travelers navigate their travel insurance options with confidence. In this role, you’ll connect with customers, understand their needs, and recommend coverage that helps them make informed decisions while directly contributing to the success of our business.

But your impact goes beyond the sales. You’ll listen to customer feedback, capture valuable insights, and collaborate with teams across the business to help improve our products and processes. Every conversation is an opportunity to create a great customer experience, drive growth, and help shape the future of InsureMyTrip.

Candidates who live within commuting distance of our Warwick, RI office will work a hybrid schedule. Remote work may be considered for candidates who live outside of commuting distance.

Key Responsibilities

• Provide sales and service support to customers through inbound calls, email, and chat
• Ask questions to understand customer needs and guide them to the most appropriate coverage
• Deliver accurate, clear, and unbiased recommendations based on customer needs
• Support customers with updates, changes, and general inquiries
• Maintain strong knowledge of products, services, and procedures
• Clearly explain coverage, benefits, and limitations to customers
• Ensure all customer interactions are documented consistently and accurately to support reporting and analysis
• Identify and clearly communicate recurring customer questions, issues, or pain points
• Escalate trends or concerns to Supervisors in a timely manner
• Follow established workflows, scripts, and processes while adapting to customer needs
• Maintain quality, compliance, and accuracy standards in all interactions
• Contribute to continuous improvement by providing feedback on customer experience, products, and processes
• Support adoption of new processes, tools, and improvements

Competencies Customer Focus

• Deliver a high level of service by actively listening and building trust and confidence with customers.
• Understand customer needs and respond with clarity and empathy.

Communication & Collaboration

• Communicate clearly and effectively with customers across phone, email, and chat.
• Ask thoughtful questions and explain complex travel insurance policy information in a simple, easy-to-understand way.
• Share customer feedback and insights with Supervisors and team members.
• Contribute to a collaborative, supportive, and positive team environment.

Attention to Detail & Accuracy

• Maintain accuracy across customer interactions, data entry and documentation, and product information.
• Consistently follow established compliance and quality standards.

Data Awareness & Accountability

• Accurately capture and categorize customer interactions.
• Understand the importance of data and how it contributes to improving products and the overall customer experience.
• Recognize patterns and trends in customer interactions and share valuable insights with Supervisors.

Problem Solving

• Identify customer needs and determine appropriate solutions.
• Recognize when additional support is needed and escalate issues appropriately.

Adaptability

• Adapt to changing processes, products, and customer needs.
• Remain effective and customer-focused in a fast-paced, high-volume environment.

Technical Proficiency & Digital Multitasking

• Navigate Complex Workstations: Effectively manage dual monitors, multiple browser tabs, and real-time data entry simultaneously while maintaining an engaging customer conversation.
• Adopt New Systems Quickly: Quickly adapt to internal platforms, cloud-based CRM systems, and omnichannel communication tools.

Requirements Must Have

• High School Diploma or Equivalent
• Ability to obtain a Property & Casualty License within first 30 days of employment
• 1-3 years of experience in Travel & Hospitality, Customer Service, Call Center, or Sales environment 

Prefferred

• Experience handling customer interactions across multiple channels (phone, email, chat) 
• Experience working in a fast-paced, performance-driven environment 

Job Details

• Pay: $21/hr
• Hybrid Schedule: Work three days per week in the office and two days remotely. 
• Benefits: Medical, Dental, Vision, 401k, Paid Time Off and Holidays

If you are a motivated professional with the skills and experience to succeed in this role, we encourage you to apply and join our team. Join a team where your success is our priority and you can make a real impact!

Hours of Operation: Monday through Friday, 8:00 a.m. to 7:00 p.m., and Saturdays, 9:00 a.m. to 5:30 p.m. Work Schedule: Must be available to work any 8.5-hour shift within our hours of operation, totaling 40 hours per week. Each shift includes a 30-minute unpaid lunch. Training Schedule: Monday through Friday, 9:00 a.m. to 5:30 p.m. for approximately the first 90 days