Note: The job is a remote job and is open to candidates in USA. Tekshapers is seeking a P&C Licensed Customer Service Representative to provide accurate, professional service to customers and agents regarding property and casualty insurance policies and billing. The role handles high-volume communications, processes policy changes, documents interactions, resolves service issues, and maintains compliance in a remote, metrics-driven environment.
Responsibilities
- Deliver a positive, knowledgeable, and professional service experience to customers and agents across all interactions
- Handle a high volume of inbound and outbound calls (approximately 50 calls per day), efficiently resolving Property & Casualty policy and billing inquiries
- Document customer interactions, policy updates, and resolutions accurately within internal systems
- Meet or exceed performance expectations in a metrics-driven environment, including customer experience, quality, handle time, adherence, and productivity
- Adhere to company policies, confidentiality standards, and security protocols to maintain a safe and compliant environment
- Participate in required training, self-learning modules, and ongoing development to maintain licensure, product knowledge, and performance standards
- Collaborate with supervisors and team members to review service trends, address customer issues, and support continuous improvement initiatives
- Work effectively in a high-volume, phone-based environment, managing back-to-back calls, multiple systems, and potentially difficult or irate customers
- Maintain a dedicated, quiet work-from-home environment free from distractions, ensuring readiness for remote work requirements
Skills
- Active Property & Casualty (P&C) or Personal Lines Agent License in the resident state
- Equivalent to a high school diploma or GED
- Prior customer service or call center experience in a fast-paced, high-volume environment, handling back-to-back calls and navigating multiple systems
- Ability to work flexible schedules within operating hours (7:00 AM–2:00 AM EST), including weekends, holidays, and accommodate schedule changes on short notice
- Comfortable working in a metrics-driven environment with defined performance goals (CX scores, handle time, quality, adherence, and productivity)
- Ability to perform essential job duties with or without reasonable accommodation in a remote work setup
- Access to a reliable internet connection and a quiet, dedicated workspace
Benefits
- Remote work setup
Company Overview
Company H1B Sponsorship