About this role
Be the first point of contact for customers’ insurance questions and deliver a high-quality service experience. Focus on first call resolution, maintain service quality metrics, and build long-term customer relationships that support renewal and repeat business.
Key Responsibilities
- Resolve customer concerns and escalate when necessary
- Convey information efficiently and professionally to meet customer needs
- Strive for first call resolution
- Stay current on procedures, products, and programs to meet department standards
- Maintain performance on service metrics including schedule adherence and QA
Technical Overview
Support customers through phone-based communication while working across multiple systems/applications and meeting performance metrics including schedule adherence, quality assurance, first contact resolution, average talk time, average handle time, average speed of answer, and coding requirements.
Ideal Candidate
The ideal candidate is an entry-level Customer Service Representative with 2+ years of insurance sales/service experience and strong phone-based customer communication. They can work in a fast-paced environment, maintain schedule adherence and quality assurance metrics, and resolve customer concerns with a first-contact resolution focus.
Must-Have Skills
ability to work in a fast-paced team environmentdedicated to providing a positive customer experiencecommunicate clearly and professionally over the phoneaccountable and reliableHigh school diploma or equivalent2 or more years of insurance sales/service experience required
Nice-to-Have Skills
Property/Casualty Insurance Licensesome collegeremote working experiencesolid computergrammarand multi-tasking skills
Tools & Platforms
phonecomputer
Required Skills
customer serviceinsurance questionsfirst point of contactschedule adherencequality assurancefirst contact resolutionaverage talk timeaverage handle timeaverage speed of answercodingphone communicationtechnical backgroundmulti-taskingwillingness to learnaccountable and reliableproperty/casualty insurance license (preferred)remote working experience (plus)
Hard Skills
customer serviceinsurance questions handlingschedule adherencequality assurancefirst contact resolutionaverage talk timeaverage handle timeaverage speed of answercoding (as referenced in guidelines)phone communicationtechnical backgroundmulti-tasking in several systems at oncecomputer skillsgrammar skillsproperty/casualty insurance license (preferred)remote working experience (plus)
Soft Skills
find resolution to customer concernscustomer escalation when necessaryclear and professional communicationfirst call resolution mindsetpositive customer experiencework in fast-paced team environmentwillingness to learnaccountability and reliabilityrapport and long-term relationship buildingattention to proceduresproductsand programson-time attendance
Certifications
Preferred
Property/Casualty Insurance License
Keywords for Your Resume
Customer Service RepresentativeCustomer Service Rep Ifirst point of contactnew and existing customersinsurance questionsquality customer service experiencebuild rapportlong-term relationshipsrenewal/repeat businessgain knowledgeproceduresproducts and programsdepartment standards and guidelinesSchedule AdherenceQuality AssuranceFirst Contact ResolutionAverage Talk TimeAverage Handle TimeAverage Speed of AnswerCodingwork in fast-paced team environmentpositive customer experiencecommunicate clearly and professionally over the phonetechnical backgroundmulti-taskingwillingness to learn new material and systems/applicationsaccountable and reliableHigh school diploma or equivalentProperty/Casualty Insurance License2 or more years of insurance sales/service experienceremote working experiencefirst contact resolutionschedule adherencequality assuranceaverage handle timeaverage speed of answerphone communication
Deal Breakers
High school diploma or equivalent, 2 or more years of insurance sales/service experience required, Regular, on-time attendance is an essential function
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