Customer Service Representative

Veracity Insurance Solutions, LLC is an independent insurance partner dedicated to empowering small business owners. They are seeking a detail-oriented Customer Service Representative responsible for delivering high-quality support and ensuring a positive customer experience across various communication channels.

Responsibilities:

• 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

Requirements:

• High school diploma or equivalent required
• 2+ years' experience in customer service, preferably in a call center or service-focused environment
• Ability to obtain and maintain a Property & 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