Customer Care Associate - Fixed Weekends Off

Customer Care Representative

UnifyCX is growing and we're looking for a Customer Care Representative to join our motivated and ambitious team in San Antonio, TX.

Pay and Perks:

• Base Pay: $18.00 per hour (starting wage rate)
• $18.25 per hour (upon certification)
• $18.50 per hour (6 mos. tenure)
• $19 per hour (1 year tenure)

Additional Benefits:
UnifyCX offers a comprehensive benefits package that includes health, life, vision, and dental insurance, as well as a 4% max matching 401K, and other financial opportunity options.

Hours of Operation:
This program is from 7 am to 7 pm Monday through Friday, and schedules will fall between these hours. NEO:
Friday (9:00 AM–5:30 PM CST) Training Hours (Classroom Training, Product Readiness & Knowledge Check):
Monday to Friday (9:00 AM–5:30 PM CST) Training duration: 6 to 7 weeks After training all agents begin their assigned production schedule.

Location:

Project CoWork Building, 11103 West Ave, San Antonio 78213.

• Minimum 6 months insurance experience or 6 months customer service experience, preferably in a professional or call-center environment.
• Ability to demonstrate internet-based, multi-screen computer navigation with ease.
• Commitment to reliability.
• Strong customer engagement skills.
• Basic understanding of the insurance industry. Understanding of jewelry/asset type of insurance is a plus.
• Technical troubleshooting experience preferred but not required.
• Comfortable handling customer support inquiries and customer support complaints.
• Comfortable with utilizing various methods of communication (email, chat, phone).
• Strong multi-tasking skills.

• Process incoming and outgoing focused phone calls to collect information, investigate issues, or diagnose and troubleshoot problems.
• Research and resolve issues, within the scope of responsibility.
• Obtain, enter, and verify customer information in designated systems.
• Document customer notes with clear, concise explanations in a timely, and accurate manner, navigating systems while on the phone and documenting as much of the conversation in real-time as possible.
• Maintain established quality, calls/interactions per hour, and response time metrics, while supporting overall goals and objectives.
• Maintain excellent product knowledge, stay informed with training updates and email updates.
• Follow proper escalation pathways determined by each program and situations.
• Optimize each contact with a customer by outlining opportunities and benefits of pursuing relationship with assigned client.
• Ensure that calls are processed in strict adherence to established policies, procedures, quality standards as well as applicable federal laws and regulations.
• Maintain strict confidentiality of information provided by customer or data accessed within assigned systems.
• Establish and maintain a professional relationship with internal/external customers, team members and department contacts.

UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman customer experiences through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like GoTalent.

AI, Voice of Customer, and automatic QA. Our outcome-based model prioritizes measurable results for more than 200 client programs serviced today. With a focus on automation, talent enablement, strategic partnerships, and strict data ethics, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.

UnifyCX is a certified woman-owned business and an EOE employer who welcomes diversity.