Customer Service Representative

Specialty Human Services - Great American Insurance Group

Be here. Be great. Working for a leader in the insurance industry means opportunity for you. Great American Insurance Group's member companies are subsidiaries of American Financial Group. We combine a "small company" culture where your ideas will be heard with "big company" expertise to help you succeed. With over 30 specialty and property and casualty operations, there are always opportunities here to learn and grow.

At Great American, we value and recognize the benefits derived when people with different backgrounds and experiences work together to achieve business results. Our goal is to create a workplace where all employees feel included, empowered, and enabled to perform at their best.

For more than 35 years, Great American's Specialty Human Services Division has provided insurance solutions to the human and social service marketplace. The division is one of the first insurance companies to recognize the special needs of these organizations. Over the years, coverage and services have expanded to ensure expertise to meet the evolving needs of this marketplace.

Great American's culture is built on connection, shared learning, and strong relationships. To support this, employees in this role are expected to be on-site a minimum of two days a week, with the potential to work three days remotely. Core in-office days are Tuesday and Thursday but will be determined by business needs.

Essential Job Functions and Responsibilities

• Researches and resolves concerns and inquiries in real time for customers and policyholders.
• Learns and applies best practices to resolve issues, ensuring customer satisfaction and compliance with the organization's policies. Coordinates problem resolution with appropriate teams and escalates more complex issues to experienced staff as needed.
• Handles customer inquiries primarily through web-based systems with minimal phone interaction, collaborating with internal customers and teams to research and resolve requests.
• Becomes familiar with utilizing a customer-focused, needs-based review process to inform customers about products or services.
• Documents and updates customer records based on interactions.
• Works within guidance to arrange and prioritize activities to efficiently meet business objectives, while focusing on continuous process improvement.
• Performs other duties as assigned.

Job Requirements

Education: High School Diploma or equivalent experience.

Scope of Job/Qualifications: Learns to make methodical yet swift decisions to meet customer needs. Develops knowledge of insurance products, documents, and industry practices. Working customer service and interpersonal skills. Develops communication skills that convey a clear understanding of the unique needs of various customers.

Business Unit: Specialty Human Services

Benefits: We offer competitive benefits packages for full-time and part-time employees*. Full-time employees have access to medical, dental, and vision coverage, wellness plans, parental leave, adoption assistance, and tuition reimbursement. Full-time and eligible part-time employees also enjoy Paid Time Off and paid holidays, a 401(k) plan with company match, an employee stock purchase plan, and commuter benefits.

Compensation varies by role, level, and location and is influenced by skills, experience, and business needs. Your recruiter will provide details about benefits and specific compensation ranges during the hiring process. Learn more at

*Excludes seasonal employees and interns.