Customer Care Associate

Job DescriptionJob DescriptionDescription: 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 phones 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/ResponsibilitiesAnswer 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.Requirements: Required Skills/AbilitiesDemonstrates excellent verbal and written communication skillsAbility to assess a situation and provide appropriate solutionsConflict resolution and de-escalation techniquesAbility to learn and navigate multiple computer applications *Bilingual Spanish speaking candidates preferredEducation and ExperienceHigh School Diploma or equivalentPrevious experience in customer centric positionsPrevious experience in financial or insurance services preferredFamiliarity with email and phone systemsPhysical RequirementsThis 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.