Customer Experience Representative

Customer Experience Representative

Do you want to be part of an organization where you are valued, and your ideas and opinions have an impact? Join the AssuranceAmerica team.

For more than 25 years, AssuranceAmerica has provided superior property and casualty insurance products through contracted independent agents and directly to customers. Our team succeeds through diversity of thought, experiences, skills, and backgrounds.

Each day at AssuranceAmerica is different, but as a Customer Experience Representative, you will:

• Serve as a problem-solver on the front lines, responding to inbound customer calls with a focus on identifying root cause of issues, analyzing unique situations, and delivering accurate, personalized solutions that align with company standards and customer needs.
• Apply sound judgement and critical thinking when assisting with underwriting activities, ensuring timely and appropriate handling of exceptions or nuanced policy scenarios.
• Navigate and leverage the policy management system efficiently, using its tools to troubleshoot issues, improve processing accuracy, and identify trends or recurring challenges.
• Collaborate across the team with a solutions-oriented mindset, contributing to team discussions and best practices that enhance customer outcomes and operational effectiveness.
• Prioritize and organize daily tasks with attention to detail and time management, ensuring timely and thorough resolution of customer inquiries and back-end responsibilities.
• Consistently meet or exceed departmental KPIs and performance metrics by balancing efficiency with high-quality customer engagement.
• Demonstrate initiative and a growth mindset, actively seeking opportunities to broaden knowledge across departments and contribute to process improvements positioning yourself for future advancement into roles in underwriting, sales, claims, or operations.

About You

• You thrive in a fast-paced, technology-driven environment and can adapt quickly to changing demands.
• You're confident making independent decisions by analyzing multiple data points and applying sound judgment.
• You consistently demonstrate integrity, professionalism, and accountability in everything you do.
• You collaborate well with others and contribute positively to a team-oriented culture.

Required

• Bachelor's degree OR 3 years plus of experience in a role requiring critical thinking, problem resolution, and direct interaction with clients or stakeholders.
• Creative problem-solving abilities, with the capacity to collaborate across departments and consider diverse perspectives in decision-making.
• Excellent PC skills.

Preferred

• Bilingual (English-Spanish).
• Experience in call center, inside sales, supply chain, or logistics roles involving client support and a solutions-focused approach.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift 15 pounds at times.
• Must be able to navigate various departments of the organization's physical premises.