Agent Support Representative

Build the future with us. Are you driven by supporting customers with clarity, care, and accuracy and eager to contribute to a company that helps its clients feel confident and secure about their future?

As an Agent Support Representative, you will play a key role in delivering exceptional service to policyholders, agents, and internal teams by resolving inquiries, explaining policy details, and ensuring accurate updates to customer accounts.

• Communicate with customers through inbound/outbound calls, chats, written correspondence, and email to resolve inquiries and provide policy information
• Explain policy coverage and address customer questions and concerns with clarity and professionalism
• Identify requests requiring escalation to other departments or management
• Provide timely follow‑up to customers when additional action is needed
• Update policies and complete daily service logs with accuracy
• Develop working knowledge of company products, policies, and internal resources
• Maintain a positive, professional demeanor in a high‑volume call center environment
• Work independently and collaboratively to meet personal and departmental goals
• Conduct business ethically, following all laws, regulations, and compliance standards

• Is known for their strong phone presence and active listening skills
• Stands out for their positive, learning‑oriented attitude
• Demonstrates strong written and verbal communication abilities
• Is recognized for their attention to detail and organizational skills
• Has 1+ year of customer service experience, preferably in a call center environment
• Meets the Charter of the French Language requirement (if applicable):
  Beginner, intermediate, or advanced English proficiency, as the role involves communicating with customers, agents, and internal teams on a daily basis

• Minimum typing speed of 35 WPM
• Ability to meet department KPIs within 6 months
• Strong computer skills, including MS Office, and the ability to learn new systems quickly
• Solid research and problem‑solving skills
• Ability to prioritize, stay organized, and adapt to procedural or organizational changes
• Ability to work independently and as part of a team

• A work environment where learning and development merge with a collective pursuit of excellence
• A healthy, safe, fair, and inclusive environment where potential can be freely expressed and developed
• The opportunity to work in a hybrid environment, supported by flexibility and access to inspiring and innovative work spaces
• Competitive benefits:
  Flexible Health, Dental, and Vision insurance, 401(k) + company match, PTO plan, employee and family assistance program, ergonomic furniture program, performance bonus, and much more

Applicants must be authorized to work for any employer in the U.S. We are unable to support or take over sponsorship of employment visas at this time, including H-1B visas and participation in STEM OPT work authorizations.

Please note that if you need help or assistance to make the recruitment process more accessible for you, please contact us. Someone from our team will be happy to assist you.