About careerforge
careerforge is a forward‑thinking leader in the insurance technology space, dedicated to reshaping how individuals and families purchase and manage insurance. By blending cutting‑edge digital tools with a deep commitment to customer empowerment, careerforge delivers faster, smarter, and more transparent experiences. Our culture thrives on curiosity, collaboration, and a relentless drive to innovate. Whether you’re a seasoned professional or an emerging talent, careerforge offers a vibrant environment where ideas are celebrated, growth is encouraged, and every voice matters.
Why This Role Matters
As a Remote Customer Service Representative for the careerforge CONNECT platform, you will be the first point of contact for a diverse community of advisors, clients, and partnership stakeholders. Your expertise will directly influence satisfaction, retention, and the overall perception of careerforge’s brand. By delivering thoughtful, solution‑focused support, you will help shape the future of insurance service delivery while advancing your own career in a high‑impact, technology‑driven setting.
Key Responsibilities
- Serve as the primary liaison for careerforge‑CONNECT customers, handling inbound inquiries via phone, email, and chat with professionalism and empathy.
- Gather, verify, and accurately document all relevant account information to ensure swift resolution of service requests.
- Research complex questions, open issue‑resolution cases, and guide customers through policy, procedural, and account‑related challenges.
- Escalate higher‑level problems to appropriate service partners while maintaining ownership of the customer experience until closure.
- Collaborate regularly with coaches and senior team members to refine processes, adopt new service protocols, and stay current on product enhancements.
- Educate advisors and clients on newly launched services, self‑service tools, and policy updates to promote efficient, independent problem solving.
- Provide clear, concise explanations of careerforge policies, system functionalities, and usability best practices.
- Maintain a high level of product knowledge, staying abreast of industry trends, regulatory changes, and internal system upgrades.
- Contribute to continuous improvement initiatives by sharing insights, suggesting workflow enhancements, and participating in knowledge‑base updates.
- Adhere to scheduled shift patterns, including rotating Saturdays and a condensed 9‑hour Monday, to ensure consistent coverage across the 8 am ET – 11 pm ET operating window.
Essential Qualifications
- Minimum of 2 years of experience delivering customer‑focused solutions in a fast‑paced, technology‑enabled environment.
- Demonstrated ability to communicate clearly and persuasively—both written and verbally—with diverse audiences.
- Proven track record of managing multiple priorities simultaneously while meeting or exceeding service level agreements.
- Strong analytical mindset with the capacity to troubleshoot, diagnose, and resolve issues efficiently.
- Willingness and ability to obtain a state Property & Casualty (P&C) license within 12 months of hire; comprehensive training and support will be provided.
- Comfortable working remotely for at least 80 % of the workweek, with reliable high‑speed internet and a dedicated home office space.
- Flexibility to travel up to 10 % of the time for in‑person team meetings, training sessions, and cultural events at one of careerforge’s regional hubs.
Preferred Qualifications
- Previous experience in the insurance or financial services sector, particularly with digital platforms.
- Familiarity with CRM systems, ticketing tools, and knowledge‑base platforms.
- Certification or coursework related to customer experience, conflict resolution, or service excellence.
- Demonstrated growth mindset—evidence of continuous learning, skill development, or career progression.
- Experience working in a distributed team environment with cross‑functional collaboration.
Core Skills & Competencies
- Customer Empathy: Ability to listen actively, understand underlying concerns, and respond with genuine care.
- Problem‑Solving: Quick identification of root causes and formulation of effective, sustainable solutions.
- Technical Acumen: Comfort navigating multiple software applications, databases, and digital tools.
- Communication Excellence: Clear articulation of complex concepts in plain language, both verbally and in writing.
- Time Management: Prioritization of tasks to meet deadlines while maintaining high quality.
- Team Collaboration: Willingness to share knowledge, seek feedback, and support peers.
- Adaptability: Ability to thrive amid evolving processes, new product releases, and shifting priorities.
Career Growth & Learning Opportunities
careerforge invests heavily in the professional development of its people. In this role, you will have access to:
- Structured onboarding and mentorship programs designed to accelerate competency in insurance fundamentals and digital service delivery.
- Ongoing training modules covering advanced product features, regulatory updates, and emerging customer‑experience technologies.
- Clear career pathways toward senior support specialist, team lead, or specialized roles such as Quality Assurance Analyst and Product Trainer.
- Opportunities to participate in cross‑departmental projects, giving you exposure to product development, marketing, and data analytics.
- Financial support for relevant certifications, including the required P&C license and optional industry designations.
Work Environment & Culture at careerforge
Our remote‑first philosophy empowers you to work from the comfort of your home while staying connected to a vibrant, inclusive community. careerforge’s culture is built on four pillars:
- Innovation: We encourage experimentation and reward creative problem‑solving.
- Collaboration: Regular virtual huddles, team‑building activities, and open‑door leadership foster a sense of belonging.
- Well‑Being: Comprehensive wellness programs, mental‑health resources, and flexible scheduling support a balanced life.
- Diversity & Inclusion: A commitment to equitable opportunities, respectful dialogue, and representation at every level.
While the majority of your work will be home‑based, careerforge maintains strategically located hubs in Madison, WI; Boston, MA; Denver, CO; Eden Prairie, MN; Keene, NH; St. Joseph, MO; Phoenix, AZ; Nashville, TN; and the Atlanta metro area. These centers host quarterly gatherings, training workshops, and cultural celebrations, allowing you to build in‑person relationships when desired.
Compensation, Perks & Benefits
careerforge offers a competitive hourly wage ranging from $23.00 to $30.76, calibrated based on experience, geographic location, and performance. In addition to base pay, you will enjoy a robust benefits package that includes:
- Comprehensive medical, dental, and vision coverage with multiple plan options.
- Well‑being programs that address physical, emotional, and financial health.
- Generous 401(k) matching and a defined‑benefit pension plan to support long‑term financial security.
- Annual performance incentives tied to individual and team achievements.
- Paid time off accrual of 23 days per year for full‑time employees, plus nine paid holidays.
- Student loan repayment assistance and paid family leave to help you meet personal milestones.
- Relocation support for eligible candidates who wish to move closer to a regional hub.
- Access to continuous learning resources, including online courses, webinars, and industry conferences.
Application Process & Next Steps
If you are passionate about delivering exceptional service, thrive in a technology‑driven environment, and are eager to grow with a market‑leading insurer, we want to hear from you. To apply, click the link below, submit your resume, and share a brief cover letter highlighting your most relevant experience and why careerforge’s mission resonates with you.
Apply Now – Join the careerforge Team!
Equal Opportunity Commitment
careerforge is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status. We also evaluate candidates with criminal histories in accordance with applicable laws.
Join Us and Shape the Future of Insurance
At careerforge, you will be part of a dynamic team that is redefining how insurance is bought, managed, and experienced. Your contributions will directly impact the lives of millions, while you enjoy a supportive, growth‑focused workplace. Take the next step in your career—apply today and become a catalyst for change at careerforge.
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