Licensed Customer Support Agent (Remote)

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Requirements:

• Familiarity with travel insurance products, terminology, and industry best practices.
• Exceptional verbal and written communication skills, coupled with strong technical and analytical abilities.
• Self-motivated and proactive, with a proven ability to drive progress and foster key relationships.
• Highly organized and detail-oriented, with a passion for delivering outstanding customer support.
• Positive and perseverant attitude, coupled with a flexible and results-driven approach.
• Strong teamwork skills, with the ability to collaborate effectively across various functions and levels.
• Proficiency in customer relationship management (CRM) systems, Zendesk, and other ticketing tools.
• Excellent active listening and empathy skills, with the ability to understand and address customers' needs effectively.
• Ability to maintain composure and professionalism in challenging situations, demonstrating resilience and adaptability.
• Commitment to continuous learning and self-education, going beyond provided training to explore and master relevant products.
• Must be able to obtain a Property and Casualty Insurance license, and pass a background check with fingerprinting.

Responsibilities:

• Provide top-tier technical support via phone, email, and chat, ensuring prompt and effective resolution of customer inquiries.
• Conduct high-level customer service to identify customers' travel needs and recommend the most suitable products.
• Test and document development projects, providing valuable insights and feedback for continuous improvement.
• Assist with process improvement initiatives and implement ideas in a fast-paced, dynamic environment.
• Document and manage various ongoing projects and ensure timely completion.
• Identify and propose automated solutions to streamline processes, enhancing efficiency and productivity.
• Maintain accurate and detailed customer records, documenting interactions and ensuring data integrity.
• Monitor and analyze customer feedback and metrics to identify trends, escalate issues, and propose improvement solutions.
• Participate in creating and maintaining knowledge base articles, FAQs, and other customer-facing resources.