Note: The job is a remote job and is open to candidates in USA. Crum & Forster's Travel Insured International provides travel protection plans and customer support to travelers and travel advisors. The Customer Service Representative will deliver exceptional service by handling inbound calls, answering travel insurance questions, creating Salesforce cases, supporting agency partners, and assisting with related customer care functions.
Responsibilities
- Answer inbound calls
- Provide accurate, clear and timely responses to a variety of traveler and travel advisor calls that will include, but not be limited to travel insurance coverage questions, website troubleshooting, purchase inquires and agent support requests
- Create cases in Salesforce to address customer needs (such as documentation or policy changes)
- Act as a liaison with agency partners that have dedicated TII support email addresses
- Participate in weekly coaching sessions
- Participate in a variety of meetings on camera in MS Teams: including, Manager/Employee one-on-one meetings, Team meetings, Training and Town Halls
- Serve as backup for other Customer Care functions including Customer Care/Group call taking, supporting Customer Care Chats, Group desk administrative functions as well as Diamond Tour manifest processing
- Perform other related duties as needed
Skills
- Customer-Centric: skilled at prioritizing their needs and experiences, understanding what they want and delivering exceptional service
- Sales Focused: Ability to effectively communicate the value of TII's offerings and tailored solutions to travelers insurance needs
- Effective Listening: Including active listening and empathy
- Effective Communication Skills: Both written communication skills, targeting information, comments and explanations in a manner appropriate to the needs of the audience and verbally by phone/
- Ability to resolve service issues and complaints, leveraging problem-solving and service skills to achieve an appropriate outcome promptly and effectively with a great deal of independence
- A High School Diploma or GED is required
- 3+ years of experience in a customer service or retail role is required; call center experience preferred
- Proficiency with MS Office applications is required. Includes MS Word, Outlook and Teams
- A Personal Lines or Property & Casualty License is required for this role. Classroom training is provided
- Dependable internet connection with a dedicated private workspace
- Experience in the Travel Insurance industry is preferred
Benefits
- 100% remote working schedules within the US
- Generous 401K employer match
- Employee Stock Purchase plan with employer matching
- Generous Paid Time Off
- Benefits beyond health, dental & vision focused on physical, mental and financial wellbeing
- Tuition reimbursement
- Industry-related certifications
- Professional training
- A dynamic, ambitious, fun and exciting work environment
- Matching donation program
- Volunteer opportunities
- An employee-driven corporate giving program
Company Overview