Customer Care Representative (Advantage)

Job Summary

• Unlicensed start date: Tuesday, September 23rd, 2025
• Licensed start date: Tuesday, October 21st, 2025
• Location: The role is fully remote. You must be located in one of the following states: Arizona, Nevada or Texas.
  • You will need to provide a quiet, distraction-free environment and high-speed internet.
• Training Hours: Monday-Friday 9:30am-6:00pm CST
• Shift hours: Monday-Friday 9:30am to 6:00pm CST
• Starting Hourly Rate: The pay for the role is $22.31 up to $23.74 per hour and is solely based on location.

Essential Job Functions

• Although this position is fully remote, it operates within a highly structured environment that requires you be fully present and engaged. This includes designated start and end times, scheduled lunch and break periods.
• Assists internal and external customers with moderately complex issues related to insurance matters. Delivers exceptional service while proactively seeking feasible solutions within compliance and legal requirements. Communicates with customers via multiple channels while navigating multiple systems and platforms
• Receives and responds to inquiries related to insurance matters. Interacts with customers, agents, and others to resolve moderately complex issues regarding policy provisions and conditions. Evaluates and interprets policy information within prescribed authority limits.
• Accesses account information and communicates while working in multiple systems. Uses account information, deep product knowledge, and knowledge of compliance or legal requirements to make appropriate recommendations or decisions. Documents customer interactions and outcomes thoroughly in system. Escalates unresolved issues requiring advanced support for further resolution.
• Builds knowledge and acumen through self-directed learning. Stays informed about underwriting and policy guidelines and other updates including compliance and legal requirements. Helps maintain department knowledge resources to keep them current. Performs other duties as assigned.
• Actively listens to customer concerns to identify trends or patterns. Recognizes opportunities for process improvement and makes recommendations to leadership.
• Partners with various departments including Policy Support, Claims and Underwriting to respond to customer inquiries. May work with external vendors to further address customer needs. 
• Adheres to assigned, tightly regulated schedule and follows procedures for requesting time off. 

Experience Requirements

• Minimum of 1-3 years customer service.
  • 1 year of experience in call center environment, insurance, sales or related field preferred.
  • Experience providing customer support within a high-volume, complex environment preferred.  
• Strong technical aptitude:
  • Intermediate computer skills with ability to navigate multiple systems simultaneously.
  • Able to troubleshoot basic issues with equipment such as headset, internet, and connectivity.
  • Experience with Microsoft Office suite of tools preferred.

Education Requirements

• High School Diploma or equivalent required.
• Other: Personal Lines or Property and Casualty license will be required for this role. Licensing exam must be obtained within a designated number of attempts or testing window in the state(s) in which the license is acquired.

Additional Qualification

• Call center/agency experience
• Demonstrated customer service skills
• Strong verbal communication and listening skills
• Demonstrated written communication skills
• Demonstrated analytical skills
• Demonstrated problem solving skills
• Demonstrates excellent judgment and decision making skills
• Friendly and service-oriented
• Maintains a high degree of professionalism
• Excellent organizational skills
• Highly thorough and dependable
• Possesses flexibility to work in a fast paced, dynamic environment
• Basic computer skills with ability to navigate multiple systems simultaneously.
• Able to troubleshoot basic issues with equipment such as headset, internet, and connectivity.

Physical Environment

This role will be performed virtually. Sits for extended periods of time, up to a full work shift. Listens to, interprets, and differentiates auditory information (e.g. others speaking) at normal speaking levels with or without correction. Visually verifies and reads information. Visually locates material, resources and other objects. Ability to operate a computer for extended periods of time, up to a full work shift. Physical dexterity sufficient to use hands, arms, and shoulders repetitively to operate keyboard and other office equipment up to a full work shift.