Customer Experience Representative

Customer Experience Representative

Join the Assurance America team. The Customer Experience Representative will serve as the initial point of contact for our customers, managing inbound calls related to underwriting and billing issues, program inquiries, policy changes, and other corporate matters.

This position requires someone who is enthusiastic about creating positive, solution-focused experiences for others, demonstrates a moderate level of technical proficiency, and maintains a confident and professional phone presence.

Responsibilities:

• Serve as a problem-solver on the front lines, responding to inbound customer calls with a focus on identifying root cause of issues, analyzing unique situations, and delivering accurate, personalized solutions that align with company standards and customer needs.
• Apply sound judgment and critical thinking when assisting with underwriting activities, ensuring timely and appropriate handling of exceptions or nuanced policy scenarios.
• Navigate and leverage the policy management system efficiently, using its tools to troubleshoot issues, improve processing accuracy, and identify trends or recurring challenges.
• Collaborate across the team with a solutions-oriented mindset, contributing to team discussions and best practices that enhance customer outcomes and operational effectiveness.
• Prioritize and organize daily tasks with attention to detail and time management, ensuring timely and thorough resolution of customer inquiries and back-end responsibilities.
• Consistently meet or exceed departmental KPIs and performance metrics by balancing efficiency with high-quality customer engagement.
• Demonstrate initiative and a growth mindset, actively seeking opportunities to broaden knowledge across departments and contribute to process improvements, positioning yourself for future advancement into roles in underwriting, sales, claims, or operations.

Qualifications:

• Bachelor’s degree OR 1–2 years of experience in a role requiring critical thinking, problem resolution, and direct interaction with clients or stakeholders.
• Creative problem‑solving abilities, with the capacity to collaborate across departments and consider diverse perspectives in decision-making.
• Excellent PC skills.
• Preferred:
  Bilingual (English–Spanish).
• Experience in inside sales, supply chain, or logistics roles involving client support and a solutions-focused approach.
• Physical requirements:
  
  prolonged periods sitting at a desk and working on a computer; must be able to lift 15 pounds at times.

Work arrangement: 12:30 p.m. – 9:00 p.m. ET shift. Hybrid for Atlanta, GA and McAllen, TX; fully remote for Nebraska.