Virtual Customer Services Representative

Eastern Carolina Insurance is a leading insurance provider in the region, specializing in auto, home, and life insurance. We are currently seeking a Virtual Customer Services Representative to join our team. As a Virtual Customer Services Representative , you will play a critical role in providing excellent customer service to our clients remotely.
In this role, you will be responsible for managing customer inquiries, resolving issues, and providing information on our insurance policies. You will handle a wide range of customer interactions through various channels including phone, email, and online chat. Your ability to effectively communicate, empathize, and problem-solve will be key to ensuring customer satisfaction.
Responsibilities

• Respond promptly to customer inquiries and provide accurate information about insurance policies, coverage, and claims procedures
• Handle and resolve customer complaints, while also escalating complex issues to the appropriate teams when necessary
• Perform data entry to update and maintain customer records in our CRM system
• Assist customers in filing insurance claims, guiding them through the process and providing necessary documentation requirements
• Collaborate with other team members to ensure a seamless customer experience from initial contact to resolution
• Stay up-to-date with product knowledge, pricing, and promotions to effectively assist customers with their inquiries
• Maintain a high level of professionalism and friendly demeanor while interacting with customers, always striving to create a positive and memorable experience

Requirements

• High school diploma or equivalent; college degree preferred
• Previous customer service experience in a virtual or remote setting
• Excellent written and verbal communication skills
• Strong problem-solving and critical-thinking abilities
• Ability to adapt and thrive in a fast-paced, ever-changing environment
• Proficient in using customer service software, CRM systems, and MS Office Suite
• Strong attention to detail and organizational skills
• Availability and willingness to work flexible hours, including evenings and weekends

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Training & Development
• Work From Home