Customer Care Representative

📋 Description

• • Be the reassuring voice customers remember. As an Assurant Customer Care Representative you will field inbound calls and emails from policyholders across North America who need help with mobile device claims, extended service contracts, renters insurance, vehicle protection plans, and specialty insurance products. Every interaction is a chance to turn frustration into relief and to protect the things that matter most to our customers.
• • Own the customer journey from “hello” to “problem solved.” You will listen actively, ask clarifying questions, diagnose the issue, and then guide the caller to the right resolution—whether that is processing a claim, scheduling a repair, issuing a payment, or simply explaining coverage details in plain language. Your notes and documentation become the single source of truth for the next agent, the claims team, and our brand partners.
• • Master multiple systems without breaking stride. On one screen you will navigate our CRM, on another you will verify coverage in the policy admin system, and on a third you may initiate a mobile device replacement order. Multitasking is constant, but our paid, instructor-led virtual training and ongoing coaching ensure you are confident and fast within your first month.
• • Deliver a “WOW” experience on every contact. We measure first-call resolution, customer satisfaction (CSAT), and Net Promoter Score (NPS) in real time. Top performers consistently exceed 90 % CSAT and are celebrated monthly on our recognition wall. You will hear your smile through the phone, and customers will feel it.
• • Adapt and grow with a business that never stands still. Special projects—like piloting a new chat channel, translating FAQs into Spanish, or testing AI-powered knowledge bases—are offered quarterly. High achievers can bid into senior service, quality assurance, or workforce management roles after six months, supported by up to $5,000 a year in tuition reimbursement.
• • Work a schedule that fits life, not the other way around. Shift bids occur every six months and are weighted by performance and seniority. While evenings until 9 PM EST and rotating weekends are required, you will know your schedule months in advance and can swap shifts with teammates via our internal app. No cold-calling, no sales quotas—just pure customer care.
• • Thrive in a culture recognized as a Great Place to Work in 15 countries. Our virtual break rooms, peer mentorship circles, and monthly town halls with senior leaders keep you connected even when your office is at home. Bring your authentic self; Assurant’s Employee Resource Groups celebrate diversity in all its forms and drive community volunteering from coast to coast.