Customer Service Representative (Insurance Call Center)
Location: Phoenix, AZ (Onsite)
Schedule: Full-time, 40 hours/week
Hours of Operation: Monday-Friday, 7:30 AM-6:00 PM CT (must be flexible within operating hours)
Training: 7-8 weeks onsite, 40 hours per week
Employment Type: Contract-to-Hire Opportunity
Pay Rate: $22-$24 per hour
Position Overview
We are seeking a Customer Service Representative to join a fast-paced customer support team within the insurance industry. In this role, you will serve as the first point of contact for policyholders, assisting with policy inquiries, claims intake, service requests, and general account support. The ideal candidate is customer-focused, detail-oriented, and experienced in a call center environment.
Key Responsibilities
- Respond to incoming customer calls regarding insurance policies, claims, and service-related inquiries.
- Provide policyholders with accurate information regarding policy status, coverage, and benefits.
- Complete claims intake and document customer requests according to established procedures.
- Assist customers with basic troubleshooting for self-service tools and online account access.
- Transfer qualified opportunities to the sales team when appropriate.
- Maintain professionalism and deliver a positive customer experience on every interaction.
- Meet or exceed departmental performance metrics, including quality, productivity, handle time, and customer service standards.
- Accurately document customer interactions and follow established guidelines and procedures.
- Support process improvements and provide feedback to leadership when appropriate.
- Perform additional duties as assigned.
Required Qualifications
- High school diploma or equivalent.
- 3-5 years of customer service experience in a call center environment.
- Strong verbal and written communication skills.
- Excellent interpersonal and customer service skills.
- Basic computer proficiency and ability to navigate multiple systems simultaneously.
- Strong attention to detail, organizational, and time management skills.
- Ability to remain calm and professional when handling difficult customer situations.
- Ability to explain complex information in a clear and easy-to-understand manner.
- Flexible and adaptable in a fast-paced environment.
Preferred Qualifications
- Previous insurance industry experience.
- Familiarity with insurance policies, products, claims, and policy schedules.
- Contact center experience supporting policyholders or customers in a regulated industry.
Desired Skills & Competencies
- Problem-solving and critical-thinking abilities.
- Strong initiative and accountability.
- Adaptability to changing priorities and business needs.
- Results-driven mindset with a focus on customer satisfaction.
- Commitment to continuous learning and professional development.
- Professional, empathetic, and customer-focused approach.
This is an excellent opportunity for experienced call center professionals looking to join a growing organization with long-term potential through a contract-to-hire career path.
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