Customer Care Agent

Job Description

Job Description

About the Company

Our client is an established travel insurance agency that has been helping travelers find the right coverage for more than 20 years. They compare plans from multiple trusted providers and help customers choose the best fit, online or over the phone. They do not underwrite policies. Their focus is education and getting the customer into the right plan.

The team is about 45 people, backed by a larger national insurance group. You get the stability of a proven company with the feel of a small, close-knit office. The culture is relaxed and casual, but the standards are professional. Leadership is hands-on, gives real feedback, and wants people to grow.

The Role

This is an inbound-only service and sales role. Customers call, email, or chat in because they are planning a trip and want help. Your job is to ask the right questions, explain coverage in plain language, and guide them to the right policy. You will also help existing customers with changes, questions, and the claims process.

No cold calling. No outbound dials. No Prospecting.

What You Will Do

• Handle inbound calls, emails, and chats from new and existing customers
• Ask questions to understand each traveler's needs and recommend the right coverage
• Explain benefits, limitations, and policy details clearly and accurately
• Help customers with policy updates, changes, and general questions
• Walk customers through the claims process and coordinate with insurance providers on their behalf
• Document every interaction accurately in Salesforce and other internal systems
• Spot recurring customer questions or issues and share them with your supervisor
• Follow established workflows and compliance standards while adapting to each customer

What They Are Looking For

Must have:

• High school diploma or equivalent
• 1 to 3 years of experience in customer service, call center, sales, or travel and hospitality
• Willingness and ability to earn a Property & Casualty license within your first 30 days
• Ability to work any 8.5-hour shift within business hours

Strong backgrounds include:

• Call center experience with an insurance carrier
• Customer service in banking, lending, or mortgage, or any environment where you explain complex information
• Travel agent experience
• Handling customers across phone, email, and chat

  The people who succeed here:

• Are personable and easy to talk to
• Listen well and give clear answers without rambling
• Stay calm and confident when solving problems
• Move between multiple screens and systems while keeping the conversation on track
• Take feedback and apply it quickly
• Carry themselves professionally, even in a casual setting

Insurance experience is a plus, not a requirement.

Licensing and Training

You do not need a license to apply. The company supports you through the entire process.

• P&C License: Earned within your first 30 days. You get paid study time and training, and this is your main focus during that period. The company covers the first two exam attempts.
• Limited Lines License: Includes a background check and fingerprinting. An in-office team member walks you through it.
• Paid Training: Monday through Friday, 9:00 AM to 5:30 PM for roughly the first 6 to 8 weeks. Your regular shift is assigned after training.
• Pay Increase: Potential raise after you earn your P&C license.

Schedule

• Hybrid: 3 days in office, 2 days remote. Most of the team works from home Monday and Friday and is in office Tuesday through Thursday.

Compensation and Benefits

• $21/hr base pay with a potential increase after licensing
• Monthly performance bonuses
• Medical, dental, and vision insurance
• 401(k) with a 5% company match
• 16 days of PTO and 6 paid company holidays

Why This Role Stands Out

This is a full-time, direct role with benefits, not a short-term contract. You get a hybrid schedule, a paid path to an insurance license, and a team where many people have stayed 10 years or more. That kind of tenure is rare in a call center, and it says a lot about how people are treated here.