Manager, Customer Service​/HelpDesk

We are seeking an empathetic and detail-oriented Customer Care Representative to join our growing team. The ideal candidate will be the first point of contact for our policyholders, delivering top-tier service and support through various communication channels. You will play a vital role in resolving inquiries, managing policy information, and ensuring a seamless, positive experience for our customers.
What you will be responsible for:

• Act as the primary point of contact for customer inquiries via phone, email, and live chat, handling issues related to policy coverage, billing, and claims.
• Provide clear, concise, and accurate information to customers, explaining complex insurance policy terms in plain language.
• Process policy changes, updates, and cancellations accurately and efficiently.
• Document all customer interactions and details meticulously within our customer relationship management (CRM) software.
• Collaborate with other internal departments, such as claims and underwriting, to resolve complex customer issues promptly.
• Identify opportunities to upsell or cross-sell products to meet customer needs and forward leads to the sales team when appropriate.
• Stay up-to-date on all product knowledge, company policies, and industry changes.
  Your ideal qualifications:
• A minimum of 2 years of experience in a customer service role, preferably within the insurance or financial services industry.
• Excellent communication skills, both verbal and written.
• Strong active listening and problem-solving abilities.
• Proficiency with CRM software and a high degree of comfort with computer systems.
• High school diploma or equivalent is required; an associate's degree is a plus.
• Demonstrated ability to be empathetic, patient, and professional, especially during challenging customer interactions.
• The ability to multitask and manage time effectively in a fast-paced environment.
• An Insurance Producer's License or willingness to obtain one.
  What makes this an exciting opportunity:
• Career growth:
  This role offers a clear path for advancement within our company, with opportunities to move into senior roles or other departments like sales or claims.
• Empowering culture:
  We foster a supportive and collaborative work environment where your ideas are valued and your contributions make a real difference.
• Meaningful work:
  You will directly help clients during significant moments in their lives, providing them with peace of mind and security.