Customer Experience Representative
On-siteMcAllen, Texas, United States
Job Summary
Respond to inbound customer calls regarding underwriting, billing, and policy changes by identifying root causes and delivering personalized solutions. Apply critical thinking to troubleshoot policy management system issues, handle underwriting exceptions, and analyze recurring trends. Prioritize daily tasks to ensure timely resolution of inquiries while consistently meeting departmental KPIs. Collaborate with team members to share best practices and contribute to process improvements. This role supports AssuranceAmerica's mission to provide superior property and casualty insurance through a solutions-focused, professional phone presence.
Required Qualifications
- Bachelor's degree OR 3 years plus of experience in a role requiring critical thinking, problem resolution, and direct interaction with clients or stakeholders
- Creative problem-solving abilities
- Capacity to collaborate across departments
- Consider diverse perspectives in decision-making
- Excellent PC skills
- Must be able to lift 15 pounds at times
- Must be able to navigate various departments of the organization's physical premises
Desired Qualifications
- Bilingual (English-Spanish)
- Experience in call center, inside sales, supply chain, or logistics roles involving client support and a solutions-focused approach
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