Customer Experience Associate

About the role

As a Customer Experience Associate, you support the company's customer service delivery as the main point of contact for customers. You work under direct supervision, alongside customers, agents and colleagues, to resolve inquiries and issues quickly and efficiently. The position is hybrid and requires in-office work depending on operational needs.

Key responsibilities

• Provide excellent customer service by phone, in person or by email, including difficult or irate customers
• Answer incoming calls promptly, complete requested tasks or direct calls to the right person
• Make outbound calls to complete customer inquiries and follow up on claims after submission
• Handle billing issues, including receiving and processing payments
• Process customer requests such as auto ID cards, address changes, vehicle additions or cancellations, and issue COIs, proof of coverage and evidence of insurance
• Assist customers and agents with claim intake and follow-up on claim status
• Respond to carrier requests for additional information and help other team members meet their goals
• Perform other duties as assigned and adhere to attendance policy and service standards

Required profile

• High school diploma or GED required
• 1-3 years of customer service experience preferred; equivalent education, experience or training considered
• Hawaii State Property & Casualty Solicitor's license preferred but not required
• Ability to work weekends and flexible hours
• Physical demands include standing, walking, lifting up to 20 pounds and occasional climbing or balancing

Required skills

• Basic knowledge of property and casualty insurance
• Type 35 wpm accurately and 10-key by touch
• Excellent verbal and written communication
• Microsoft Office Suite
• Time management, prioritization, attention to detail and teamwork

What we offer

• Base salary of $34,100 to $58,200, depending on experience, skills, location and certifications
• Possible performance-based incentives
• Health and welfare benefits, tuition assistance, 401K and other retirement programs, and employee assistance programs