Note: The job is a remote job and is open to candidates in USA. Markel is an insurance, reinsurance, advisory, and investment organization. The Customer Service Representative I will serve as the first point of contact for customers’ insurance questions, provide bilingual English-Spanish support, resolve concerns, and maintain positive customer relationships that encourage renewal and repeat business.
Responsibilities
- Serve as a helpful, professional first point of contact for customers with insurance questions
- Communicate clearly and effectively with customers in both English and Spanish
- Work to resolve customer concerns on the first call whenever possible and escalate appropriately when needed
- Customer Service Representatives are expected to stay current on procedures, products, and programs to meet department standards, including schedule adherence, quality assurance, first contact resolution, average talk time, average handle time, average speed of answer, and coding accuracy
- Support Specialty Insurance customers, including areas such as childcare, pest control, janitorial, wholesale, and workers’ compensation
- Work in a remote call center setting with an average of 50–80 inbound calls per day
- Join an hourly team of approximately 51 staff members and work with 2–3 systems to support customer needs
- Location: Remote if outside of Markel office. If within radius of office, then Hybrid schedule of 2 days remote, 3 days in the office
- Core Hours: 7:00am – 7:00pm CST, Monday – Friday based on time zone
Skills
- Fluency in both English and Spanish, with the ability to assist customers professionally in both languages
- A customer-first mindset and dedication to creating a positive service experience
- Strong phone communication skills and a professional, calm approach to customer conversations
- Comfort working in a fast-paced call center environment while navigating multiple systems
- Willingness to learn insurance products, procedures, and systems/applications
- Reliability, accountability, and strong attention to detail
- This position does not require a Property & Casualty Insurance license
- Demonstrated job stability and attendance records
- Solid computer, grammar and multi-tasking skills
- Comfort with a high-volume service center
- US Work Authorization required. Markel does not provide visa sponsorship for this position, now or in the future
- Prior customer service experience is preferred, especially in a high-volume phone or service center environment
- 1 or more years of prior customer service experience preferred
- High school diploma or equivalent; some college is a plus!
Benefits
- Work in a remote call center setting if outside of a Markel office; if within radius of an office, a hybrid schedule of 2 days remote and 3 days in the office.
- All full-time employees have the option to select from multiple health, dental and vision insurance plan options and optional life, disability, and AD&D insurance.
- 401(k) with employer match contributions.
- Employee Stock Purchase Plan.
- PTO, corporate holidays and floating holidays.
- Parental leave.
Company Overview