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Company

Forbes Advisor · 2 hours ago

Customer Support Agent (Remote)

Wilmington, DE

Full-time

Remote

Entry Level

2+ years exp

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Consumer Services

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Responsibilities

Provide top-tier technical support via phone, email, and chat, ensuring prompt and effective resolution of customer inquiries.

Conduct high-level customer service to identify customers' travel needs and recommend the most suitable products.

Test and document development projects, providing valuable insights and feedback for continuous improvement.

Assist with process improvement initiatives and implement ideas in a fast-paced, dynamic environment.

Document and manage various ongoing projects and ensure timely completion.

Identify and propose automated solutions to streamline processes, enhancing efficiency and productivity.

Maintain accurate and detailed customer records, documenting interactions and ensuring data integrity.

Monitor and analyze customer feedback and metrics to identify trends, escalate issues, and propose improvement solutions.

Participate in creating and maintaining knowledge base articles, FAQs, and other customer-facing resources.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Travel insurance knowledgeTechnical supportCustomer relationship management (CRM)Casualty Insurance licenseZendesk2+ years insurance experienceProject managementGoogle SuiteNotionUpselling techniquesCross-selling techniquesEmpathy skillsTeamwork skills

Required

Familiarity with travel insurance products, terminology, and industry best practices.

Exceptional verbal and written communication skills, coupled with strong technical and analytical abilities.

Self-motivated and proactive, with a proven ability to drive progress and foster key relationships.

Highly organized and detail-oriented, with a passion for delivering outstanding customer support.

Positive and perseverant attitude, coupled with a flexible and results-driven approach.

Strong teamwork skills, with the ability to collaborate effectively across various functions and levels.

Proficiency in customer relationship management (CRM) systems, Zendesk, and other ticketing tools.

Excellent active listening and empathy skills, with the ability to understand and address customers' needs effectively.

Ability to maintain composure and professionalism in challenging situations, demonstrating resilience and adaptability.

Commitment to continuous learning and self-education, going beyond provided training to explore and master relevant products.

Must be able to obtain a Property and Casualty Insurance license, and pass a background check with fingerprinting

Preferred

Existing Property & Casualty agent license

Excellent problem-solving and project execution skills, with the ability to manage complex tasks and meet deadlines under pressure.

Proficiency in business reporting and a strong command of various business tools, applications, and formats, including Google Suite, Notion, and Zendesk.

Ability to work independently on strategic issues, collaborating with diverse stakeholders and managing fairly complex projects.

Minimum of 2 years of agent or producer experience in the insurance industry, with a proven track record of success.

Knowledge of additional languages, enabling support for a diverse customer base.

Experience with upselling and cross-selling techniques to drive revenue growth.