US Flood Insurance Customer Service Representative

US Flood Insurance Customer Service Representative

Join to apply for the US Flood Insurance Customer Service Representative role at Mass Markets. This position is part of a U.S. Federal Contract and requires strict compliance with federal guidelines and confidentiality. A Level 2 fingerprint background check is required.

MCI is a fast-growing tech-enabled business services company with a strong call center footprint. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across multiple industries. Our contact centers operate with on-site and remote agents to enhance customer journeys, drive scalability, and reduce costs. In this role you will assist individuals impacted by severe flooding and provide exceptional customer support to help communities recover.

• Hours of Operation: 7:00 AM to 7:00 PM CST
• Shifts available: 7:00 AM – 4:00 PM CST; 10:00 AM – 7:00 PM CST
• Flexibility to work assigned shifts is required

• A comprehensive 6-week training program is provided
• Attendance for the full duration of the training is mandatory; no time off is allowed during this period

• Assist callers impacted by severe flooding, providing empathetic and effective support
• Respond to customer inquiries and provide accurate information
• Resolve customer issues in a timely and professional manner
• Document all interactions thoroughly and accurately
• Maintain confidentiality and handle sensitive information appropriately
• Escalate complex issues to the appropriate department or supervisor as needed
• Provide follow-up communication to ensure customer satisfaction
• Stay informed about company policies, procedures, and service updates
• Participate in team meetings and training sessions to improve service quality
• Offer feedback and suggestions to improve customer service processes

• High school diploma or equivalent; college education is a plus
• Strong communication and problem-solving skills
• Previous customer service experience preferred
• Ability to handle high-stress situations calmly and effectively
• Must pass a Level 2 fingerprint background check

Starting compensation is based on experience. The company offers a range of benefits and incentives designed to support and reward team members, with compensation and benefits varying by geography.

• Must be authorized to work in the country where the job is based
• Must be willing to submit to a Level II background and/or security investigation with a fingerprint; job offers are contingent on results
• Must be willing to submit to drug screening; job offers are contingent on results

Mass Markets and its affiliates are committed to a diverse, inclusive workplace. All aspects of employment are based on merit and qualifications. We do not discriminate on the basis of age, ancestry, color, gender identity or expression, marital status, medical condition, national origin, disability, political affiliation, protected veteran status, race, religion, sex, sexual orientation, or any other characteristic protected by law.

Reasonable accommodations are provided to qualified applicants where required by law.