Customer Care Associate

Customer Care Associate

Customer Care Associates are responsible for servicing the basic needs of policy holders, agents, and individuals and are responsible for navigating calls through next steps to ensure that resolutions are satisfied for call inquiries. Contact with customers is primarily made through phone calls but may also include email and web chat.

*Bilingual Spanish speaking candidates preferred

Reports To: Customer Care Supervisor

Schedule: Monday-Friday, 9:00am to 5:00pm (Overtime as needed)

Duties/Responsibilities

• Answer calls daily with professionalism and return calls for individuals who left voicemails.
• Customer Care Associates will attend to incoming emails to the View email address on click.appcast.io general mailbox.
• Maintain thorough ticketing documentation for all contact with our customers (insureds, agents, and other parties involved with a policy)
• Exercise discretion in handling personal financial information.

Required Skills/Abilities

• Demonstrates excellent verbal and written communication skills
• Ability to assess a situation and provide appropriate solutions
• Conflict resolution and de-escalation techniques
• Ability to learn and navigate multiple computer applications
• *Bilingual Spanish speaking candidates preferred

Education and Experience

• High School Diploma or equivalent
• Previous experience in customer centric positions
• Previous experience in financial or insurance services preferred
• Familiarity with email and phone systems

Physical Requirements

This position requires the ability to sit for extended periods while working at a computer, both in a home and office environment. The role involves frequent use of a headset, keyboard, mouse, and other standard office equipment. Occasional movement within the office may be required, such as walking to meetings or accessing shared equipment.