Customer Service Representative - Bilingual

About Inhabit

Inhabit operates a unique collective of tech-forward companies serving the residential, commercial, and short-term rental industries. Our team members deliver best-in-class software solutions and services while fostering innovation and collaboration with business leaders and industry experts. Inhabit believes that property managers are central to the success of the residential and short-term rental markets and delivers products built to empower them, their investors, and communities.

Come help build the company you want to Inhabit. To learn more, visit

About ePremium Insurance

As part of the Inhabit company, ePremium Insurance Agency, LLC has been named one of INC 500s fastest growing privately held companies in the nation and has been recognized as a Top Workplace in Cincinnati, specializing in technology-based renters insurance program management.

The rapid growth of the company has created a wealth of career opportunities. We have a modern, relaxed office environment with premium facilities and tremendous advancement opportunities within the company.

Job Description

The Customer Service Representative will answer inquiries; resolve problems; and fulfill customer requests. This position reports directly to the Customer Service Supervisor.

Functions and Responsibilities

Call Handling:
Handle incoming telephone calls and correspond with the customer via email, electronic document submission or chat. Ensure a positive client/customer relationship is built by referencing customer name frequently during calls. Representatives are responsible for bringing up account details for the customer via computer screen to reference specific account details. The representative will update customer records with details of the inquiry and the response.

Call Resolution:
Make every attempt to handle customers inquiries on the first call (this could include but not limited to new policy set up, resolving customer complaints, making changes on policies, cancelling policies, or taking payments). If an issue cannot be resolved on the initial call, the representative is responsible for following up with the customer or transferring the call to a supervisor based on the circumstances.

The goal should be to base calls on quality versus time.

Outbound Calls:
Customer Service Representatives are responsible for making outbound calls during quiet periods. The primary goal of the outbound call is to reconcile Pending Cancellations by requesting the customer to bring their policy current or reinstate a canceled policy.

* Build rapport with customers by greeting them in a courteous, friendly, and professional manner

* Listen attentively to customer needs and concerns; demonstrate empathy

* Answer customer inquiries by clarifying desired information; researching, locating, and providing information

* Prepare complete and accurate work and update customer files.

* Verify all information on file is correct

* Learn and utilize the underwriters systems to be able to execute customer requests

* Contact the underwriter for the customer if additional help is needed on the policy

* Notate call summary in policy notes of correct customer

* Remind the customer of upcoming payments/renewals scheduled

* Provide documents via email or paper request to insured or leasing office per insured request

* Take initial claims information and submit electronically to start the claims process

* Be punctual for all scheduled shifts

* Complete daily list of outbound pending cancellation calls and notate accounts accordingly

* Remain open to feedback and help with continual improvement opportunities via team standups.