Senior Customer Experience Representative

Job description

Accountabilities: Handle inbound customer calls and create positive, trust-based interactions through active listening, empathy, and clear communication. Manage financial transactions and coverage changes accurately while following applicable policies, procedures, and compliance requirements. Research, troubleshoot, and resolve customer requests using internal systems, tools, and resources. Educate customers on insurance coverage options, policy features, and relevant considerations to help them make informed decisions. Create and communicate quote options while guiding customers through the decision-making process. Handle complex customer inquiries with professionalism, sound judgment, and a strong focus on resolution. Consistently meet or exceed monthly KPIs, service metrics, and other performance expectations. Maintain an active Personal Lines License and complete all required continuing education to remain compliant. Identify opportunities to improve internal tools, application functionality, workflows, and the overall customer experience. Work independently with minimal supervision while exercising appropriate judgment in ambiguous or challenging situations. Stay current on products, services, and application functionality to provide accurate and effective customer guidance. Collaborate with colleagues and internal teams to share knowledge and contribute to continuous improvements in customer service delivery. Requirements: 1–2 years of customer service experience, preferably in insurance or a related customer-facing environment. Active Personal Lines License, or the ability and willingness to obtain one within 30 days of employment. Demonstrated ability to perform effectively in a fast-paced, high-volume inbound call environment. Strong verbal communication, active listening, relationship-building, and problem-solving skills. Ability to handle complex or sensitive customer inquiries with professionalism, patience, and empathy. Strong attention to detail and the ability to manage multiple tasks while maintaining accuracy. Self-directed, dependable, and accountable, with the ability to work effectively with minimal supervision. Ability to exercise sound judgment and make appropriate decisions when customer situations are ambiguous or require independent resolution. Collaborative mindset and enthusiasm for learning new insurance products, processes, and technology. Proficiency with Microsoft Office and Google Workspace applications. Ability to operate a computer for extended periods and communicate effectively with customers, colleagues, and other stakeholders. Ability to participate in virtual interviews with camera enabled as part of the hiring process. Benefits: Hourly compensation: $20.92 per hour. Full-time employment. Remote work arrangement within the United States, with flexibility to work from the location that works best for you. Monday–Friday schedule from 12:00 PM to 8:30 PM EST. Opportunity to develop deeper expertise in personal lines insurance and customer experience. Opportunity to contribute ideas that influence customer-facing products, tools, and service processes. Reasonable accommodations available for qualified individuals with disabilities. How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1 This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Customer Experience Representative based in United States. This role is an opportunity to help customers navigate insurance with greater clarity, confidence, and ease.You will serve as a licensed customer experience expert, handling inbound interactions and providing thoughtful guidance on coverage and policy needs.The position combines customer service, insurance expertise, problem-solving, and accurate transaction management in a high-volume environment.You will research complex questions, resolve issues, and educate customers so they can make informed decisions aligned with their needs.Beyond day-to-day interactions, you will contribute ideas that improve internal tools, product experiences, and customer service processes.Success requires empathy, sound judgment, attention to detail, and the ability to work independently while meeting demanding service metrics.The position is full-time, remote within the United States, with a Monday–Friday schedule from 12:00 PM to 8:30 PM EST.