Customer Service Agent; Remote - Miami

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Full-time Regular Miami, FL, US

3 days ago Requisition

Aegis General Insurance Agency Inc. (AGIA) travel insurance division, is seeking a full-time, enthusiastic, and energetic Customer Service Agent
to join its call center team in Miami, FL. This position offers the opportunity to work from home for candidates who live within a commutable distance of Miami, FL. Acquired by AGIA’s parent company, K2 Insurance Services, LLC, in 2021, Aegis General travel division is a growing Travel & Event Insurance Company. K2 Insurance Services, LLC offers the opportunity to join an established company in growth mode.

Our pay and benefits program includes:

• competitive hourly pay rate
• medical, dental, and vision insurance with no waiting period
• generous paid time-off in year of hire
• 401(k) with employer match
• annual profit-sharing opportunity
• voluntary benefits
• paid holidays
• paid lunch break

The Customer Service Agent position incorporates responsibilities in the areas of customer service and claims support. This is a great opportunity to join a rapidly growing company with an excellent chance for professional growth as we continue to expand.

Job Responsibilities include, but are not limited to:

• Answer incoming phone calls, emails, and voicemails from customers, travel advisors, and business partners.
• Provide accurate information regarding travel insurance products, coverage, and policy benefits.
• Assist customers with policy purchases, changes, cancellations, and refund requests.
• Guide customers through the claims process and assist with opening new claims.
• Answer questions regarding claim forms and required supporting documentation.
• Monitor and communicate claim status updates to customers.
• Process special policy issuances for key partners and accounts.
• Research and resolve customer inquiries in a professional and timely manner.
• Escalate complex customer concerns or complaints to management when appropriate.
• Accurately document customer interactions and maintain records in company systems.
• Meet quality, productivity, and customer service standards established by the company.
• Work collaboratively with team members and other departments to ensure an excellent customer experience.
• Participate in training and professional development opportunities.
• Perform other duties and special projects as assigned.
• Cover weekend shifts or extended hours as business needs require.

The ideal Customer Service Agent will have:

• Previous call center, customer service, hospitality, or other customer-facing experience preferred.
• Insurance industry or agency experience is a plus but not required.
• Excellent verbal and written communication skills.
• Strong customer service and problem-solving abilities.
• Ability to handle multiple tasks and prioritize work in a fast-paced environment.
• Strong attention to detail and organizational skills.
• Proficiency with Microsoft Office applications, including Outlook, Word, and Excel.
• Ability to learn new systems, products, and procedures quickly.
• Fluency in Spanish is a plus but not required.
• General travel knowledge from personal or professional experience is a plus.
• Location in or near the Miami, FL area (Position requires periodic in-person team meetings and training sessions in Miami)

What We Offer:

• Comprehensive training and support to develop the knowledge and skills needed to succeed in the role.
• Ongoing coaching and development opportunities.
• A collaborative team environment focused on customer satisfaction.
• Opportunities for career growth and advancement based on performance, contributions, and business needs as the company continues to expand.