Provide excellent customer service through phone, email, chat, or other contact methods, while communicating clearly and professionally
Thoroughly and accurately document all customer accounts immediately after any action
Effectively use job tools and job aids, applying basic troubleshooting steps to resolve customer inquiries before escalating
Assist with simple certificate requests and manage email inboxes
Self-manage tasks, taking initiative and working independently with minimal supervision to ensure optimal service
Adapt quickly to shifting customer needs and channel demands, while demonstrating empathy in every customer interaction
Provide frontline feedback on recurring customer pain points to improve processes and AI responses
Required to perform other duties as requested, directed, or assigned

High school diploma or equivalent required
2+ years’ experience in customer service
Ability to obtain and maintain a Property and Casualty (P&C) insurance license
Ability to adapt to changing customer needs and multiple communication channels
Strong problem-solving skills to troubleshoot issues before escalation
Strong written and verbal communication skills
Proficiency with common customer service software and systems, such as CRM tools
Strong time management and multitasking abilities to handle multiple customer interactions and tasks efficiently
Comfortable using AI-enabled support tools (e.g., chatbots, AI knowledge bases, or generative AI assistants) to help find information and draft customer responses, with a willingness to learn and follow company guidelines

Customer Service Representative, Spanish Speaking

Key skills