Senior Customer Experience Representative

Joinroot
United States
Workplace: RemoteFull timeUSD 20.92+ hourlyFunction: Customer Success & Account ManagementExperience: 1-2 yearsSkills: ["Communication","Active listening","Problem-solving","Empathetic","Multitasking","Attention to detail","Self-directed","Accountability","Collaboration"]

Help customers navigate insurance needs through inbound calls, providing clear guidance and resolving inquiries with care and fairness. You’ll manage coverage changes and financial transactions with accuracy and compliance, troubleshoot requests using internal systems, and educate customers on policy features and quote options. The role requires meeting monthly KPIs and service metrics, improving internal tools and customer-experience processes, and maintaining an active Personal Lines License.

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FursaFursa
Joinroot
Joinroot
1 week ago

Senior Customer Experience Representative

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 17 hours agoStatus: Live
Reposted: similar role first listed 5 months ago

Job Summary

Help customers navigate insurance needs through inbound calls, providing clear guidance and resolving inquiries with care and fairness. You’ll manage coverage changes and financial transactions with accuracy and compliance, troubleshoot requests using internal systems, and educate customers on policy features and quote options. The role requires meeting monthly KPIs and service metrics, improving internal tools and customer-experience processes, and maintaining an active Personal Lines License.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Receive inbound calls and build rapport and trust with customers.
  • •Manage financial transactions and coverage changes accurately and in compliance with requirements.
  • •Research, troubleshoot, and resolve customer requests using internal systems and tools.
  • •Educate and advise customers on coverage options and policy features; create and communicate quote options.
  • •Exceed monthly KPIs and service metrics and recommend improvements to internal tools and customer-experience processes.

Pay and Benefits

Salary: USD 20.92 hourly

Key Requirements

  • •1–2 years of customer service experience, preferably in the insurance industry.
  • •Active Personal Lines License (or ability to obtain within 30 days).
  • •Ability to thrive in a fast-paced, high-volume call environment.
  • •Ability to handle complex inquiries with professionalism and empathy.
  • •Proficiency with Microsoft Office and Google Workspace.
Experience:1-2 yearsInsurance
Skills:CommunicationActive listeningProblem-solvingEmpatheticMultitaskingAttention to detailSelf-directedAccountabilityCollaboration
Licenses:Personal Lines License
Tech Stack:Microsoft OfficeGoogle Workspace

Company Brief

Joinroot
Provides homeowners and renters insurance through a digital, mobile-first platform that offers personalized policies, streamlined quoting, and claims handling designed for modern consumers seeking straightforward coverage and competitive pricing.
Industry: InsurTech
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