Customer Support Advisor

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Lake Mary, FL, US

2 days ago Requisition

At Frontline Insurance, we are on a mission to Make Things Better, and our Customer Support Advisor plays a pivotal role in achieving this vision. We strive to provide high quality service and proactive solutions to all our customers to ensure that we are making things better for each one.

What makes us different? At Frontline Insurance, our core values – Integrity, Patriotism, Family, and Creativity – are at the heart of everything we do. We’re committed to making a difference and achieving remarkable things together. If you’re looking for a role, as a Customer Support Advisor where you can make a meaningful impact and grow your career, your next adventure starts here!

• Health & Wellness:
  Company-sponsored Medical, Dental, Vision, Life, and Disability Insurance (Short-Term and Long-Term).
• Financial Security: 401k Retirement Plan with a generous match.
• Work-Life Balance:
  Four weeks of PTO and Pet Insurance for your furry family members.

• Serve as a welcoming and professional first point of contact for customers and agency partners calling Frontline Insurance.
• Manage a high volume of inbound calls within an assigned phone queue and place outbound follow-up calls as needed, while maintaining a consistent focus on service, accuracy, and efficiency.
• Assist customers with billing inquiries, payment questions, basic account and policy servicing requests, and other general customer service needs.
• Listen actively, ask thoughtful questions, and communicate information in a clear and easy-to-understand manner.
• Take ownership of each customer interaction, working toward first-call resolution whenever possible and ensuring clear next steps when additional follow-up is required.
• Research customer questions, identify accurate solutions, and use available systems and resources to resolve routine needs in a timely manner.
• Demonstrate empathy, patience, and professionalism when assisting customers, including during difficult or sensitive conversations.
• Educate customers and agency partners on billing processes, payment options, basic policy servicing procedures, and available self-service resources.
• Accurately document customer interactions, actions taken, commitments made and required follow-up in accordance with company standards and regulatory requirements.
• Collaborate with underwriting, accounting, claims, and other internal teams to coordinate solutions and provide a seamless customer experience.
• Recognize when an inquiry requires specialized assistance and transfer or transfer it appropriately while maintaining ownership of the customer experience.
• Meet established expectations for call availability, schedule adherence, service quality, accuracy, productivity, and customer experience.
• Assist with limited processing activities, including policy changes, cancellations, endorsements, and other assigned service transactions.
• Identify recurring customer questions or service barriers and share feedback with leadership to support process improvements and a better customer experience.
• Remain current on company procedures, products, systems, and regulatory requirements needed to provide accurate support.
• Support departmental projects and continuous improvement efforts that enhance service, efficiency, and operational effectiveness.
• Perform other duties as assigned.

• High school diploma or equivalent required.
• One or more years of customer service, call center, billing, insurance, or related experience…