Customer Solutions Agent (Remote work in specific states)

The Customer Solutions Agent is part of the Customer Solutions team that works directly with clients to provide customer service on a variety of issues. Serve as a first point of contact for advisors, clients, and relationship partners for routine service issues, requests, policies, procedures, and account information. Communicate directly with clients and advisors to research questions, open issue resolution cases, and resolve minor problems over the phone or notify appropriate service partners. Respond to basic inquiries with prompt, accurate solutions to transaction/service requests in a fast-paced, customer-focused, team environment.

Due to state property and casualty licensing requirements, we are unable to consider applicants from: AK, AR, CA, FL, HI, KY, MA, MT, NJ, NM, NY, WV, and WY

These positions can have a start time from 10 am EST to 2:30 pm EST.Compensation Minimum:$23.00 / hourCompensation Maximum:$23.00 / hour

Compensation may vary based on the job level and your geographic work location.

Responsibilities:

• Handles routine customer service inquiries and problems via telephone or email
• Fields client questions or concerns; escalates issues that are beyond their scope of responsibility to appropriate staff.
• Provides guidance and assistance to established customers based on their needs
• Provides information on new products or services.
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Performs other related duties as assigned.
• Provides product and coverage verification
• Educates customers on insurance inquiries
• Processes caller transactions accurately within established contact center standards
• Develops and continuously learns product procedural and technical system knowledge
• Effectively utilizes online reference materials to provide accurate information to customers

Qualifications – Minimum education, licenses and experience requested (See example below)

• 1-3 years customer service experience preferred, but not required
• Excellent communication skills with diverse stakeholders;
• Ability to work well with culturally diverse populations within an organization;
• Strong communication & interpersonal skills, ability to work both collaboratively and in teams; extreme attention to detail;
• Service-oriented and able to resolve customer grievances;
• Proficient with Microsoft along with aptitude and interest in learning new tools and software.

Physical Demands – Prolonged periods sitting at a desk and working on a computer.

We provide benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, 9 paid holidays and a paid time off program (23 days accrued annually for full-time employees). In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns and contingent workers are not eligible for American Family Insurance Group benefits.

We are an equal opportunity employer. It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

We encourage you to apply even if you do not meet all of the requirements listed above. Skills can be used in many different ways, and your life and professional experience may be relevant beyond what a list of requirements will capture. We encourage those who are passionate about what we do to apply!

Homesite is an insurance company that’s big on technology. Finding faster and smarter methods of improving how people buy insurance is our jam. Our crew is made up of talented and passionate professionals who aren’t afraid to push the envelope. When you work at Homesite, you’ll have the opportunity to pursue your creative ideas in an environment that welcomes them.

Join our team as we shake up the world of insurance!