Customer Service Agent (Remote - Miami)

Job Description

Job Description

Aegis General Insurance Agency Inc. (AGIA) travel insurance division, is seeking a full-time, enthusiastic, and energetic Customer Service Agent  to join its call center team in Miami, FL. This position offers the opportunity to work from home for candidates who live within a commutable distance of Miami, FL.

Acquired by AGIA’s parent company, K2 Insurance Services, LLC, in 2021, Aegis General travel division is a growing Travel & Event Insurance Company. 

K2 Insurance Services, LLC offers the opportunity to join an established company in growth mode. Our pay and benefits program includes:

• competitive hourly pay rate
• bonus plan
• medical, dental, and vision insurance with no waiting period
• generous paid time-off in year of hire
• 401(k) with employer match
• annual profit-sharing opportunity
• voluntary benefits
• paid holidays 
• paid lunch break

The Customer Service Agent position incorporates responsibilities in the areas of customer service and claims support. This is a great opportunity to join a rapidly growing company with an excellent chance for professional growth as we continue to expand. 

Job Responsibilities include, but are not limited to: 

• Answer incoming phone calls, emails, and voicemails from customers, travel advisors, and business partners. 
• Provide accurate information regarding travel insurance products, coverage, and policy benefits. 
• Assist customers with policy purchases, changes, cancellations, and refund requests. 
• Guide customers through the claims process and assist with opening new claims. 
• Answer questions regarding claim forms and required supporting documentation. 
• Monitor and communicate claim status updates to customers. 
• Process special policy issuances for key partners and accounts. 
• Research and resolve customer inquiries in a professional and timely manner. 
• Escalate complex customer concerns or complaints to management when appropriate. 
• Accurately document customer interactions and maintain records in company systems. 
• Meet quality, productivity, and customer service standards established by the company. 
• Work collaboratively with team members and other departments to ensure an excellent customer experience. 
• Participate in training and professional development opportunities. 
• Perform other duties and special projects as assigned. 
• Cover weekend shifts or extended hours as business needs require.

The ideal Customer Service Agent will have: 

• Previous call center, customer service, hospitality, or other customer-facing experience preferred. 
• Insurance industry or agency experience is a plus but not required. 
• Excellent verbal and written communication skills. 
• Strong customer service and problem-solving abilities. 
• Ability to handle multiple tasks and prioritize work in a fast-paced environment. 
• Strong attention to detail and organizational skills. 
• Proficiency with Microsoft Office applications, including Outlook, Word, and Excel. 
• Ability to learn new systems, products, and procedures quickly. 
• Fluency in Spanish is a plus but not required. 
• General travel knowledge from personal or professional experience is a plus.
• Location in or near the Miami, FL area (Position requires periodic in-person team meetings and training sessions in Miami)

What We Offer:

• Comprehensive training and support to develop the knowledge and skills needed to succeed in the role.
• Ongoing coaching and development opportunities.
• A collaborative team environment focused on customer satisfaction.
• Opportunities for career growth and advancement based on performance, contributions, and business needs as the company continues to expand.

Learn more about Aegis General Insurance Travel Insurance Division at ; Aegis General Insurance Agency at and K2 Insurance Services at

Pay Rate: $22.00 USD/Hourly

9:00 a.m. - 5:00 p.m. Eastern Time