Customer Service Representative I (Remote within Arizona)

$39,645 - $53,643/Yr

Wawanesa Insurance - Phoenix, AZ

Full-time - Entry Level

Remote - Phoenix, AZ

Insurance Carriers and Related Activities

About the position

The Customer Service Representative I role at Wawanesa Insurance is a remote position focused on delivering exceptional member service in the insurance sector. The representative will act as a professional insurance agent, assisting customers with policy changes, inquiries, and service requests while ensuring compliance with company policies. This position offers a competitive compensation package and opportunities for career growth within a supportive and flexible work environment.

Responsibilities

• Resolve complex inquiries by analyzing data using multiple information systems and policy/contract manuals.
• Deliver an exceptional and consistent customer experience in a fast-paced contact center environment.
• Advise and assist customers with making policy and coverage changes and all other service requests.
• Identify opportunities for upselling and cross-selling of various products and coverages.
• Complete all transactions in accordance with company policy and PCI compliance.
• Record and document customer interactions, details of inquiries, complaints, and actions taken using Wawanesa information systems.
• Retain policyholders through efficient and effective problem resolution and customer service skills.
• Resolve escalated customer contacts through polite and professional communication.
• Partner and communicate with other departments to maintain a quality customer experience.

Requirements

• High School diploma or equivalent required; College degree preferred.
• Strong computer, phone, typing, grammar, and multitasking skills.
• Ability to provide an exceptional and consistent customer experience while balancing efficiency and quality of work.
• Strong active listening skills.
• Ability to interpret and comply with company guidelines and procedures.
• Must maintain high standards of confidentiality by maintaining sensitive information.
• Ability to adapt to change and perform effectively in a fast-paced environment.
• Demonstrate flexibility to work various work days, extended hours, including weekends, nights, and holidays.
• Ability to identify an issue, determine resolution, and complete action as required.
• Foster teamwork, positive morale, and open communication.
• Current Fire and Casualty Broker-Agent or Personal Lines Broker-Agent license required or ability to complete licensing within the first 90 days of employment.

Nice-to-haves

• Fluency in Spanish is required for the Spanish-speaking queue.
• Previous insurance and/or call center experience preferred.

Benefits

• 401(k)
• Dental insurance
• Disability insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off (PTO)
• Tuition Assistance
• Annual bonus plan (Goal Achievement Plan)