Job Overview
Location
United States Virtual
Job Type
Full-time
Category
Product Management
Date Posted
May 27, 2026
Full Job Description
đź“‹ Description
- • Lead front-line customer service operations by handling escalated inbound and outbound calls, emails, and chats to resolve complex customer issues with minimal supervision.
- • Provide direct mentorship and coaching to Customer Care Representatives, supporting their development and performance through feedback and guidance.
- • Conduct quality audits of customer interactions to ensure adherence to service standards, compliance protocols, and company policies.
- • Facilitate daily team huddles to share knowledge, reinforce best practices, and address team-wide challenges or updates.
- • Maintain high accuracy and professionalism in all customer communications, ensuring compliance with qualitative and quantitative performance benchmarks.
- • Manage schedule adherence by maintaining consistent availability during assigned shifts (Weekdays 9A–6:30P EST, Saturdays 9A–4P EST) and minimizing idle time.
- • Support multiple client accounts and adapt to varying product knowledge requirements, including handling complex insurance-related inquiries.
- • Document all customer interactions, transactions, complaints, and resolutions accurately in internal systems to ensure complete records and audit readiness.
- • Follow up with customers post-resolution to confirm satisfaction and close service loops effectively.
- • Collaborate with internal departments to coordinate solutions and escalate issues requiring cross-functional support.
- • Stay current on product updates, company policies, and compliance regulations to provide accurate and timely customer guidance.
- • Assist in creating job aids, training materials, and process improvements as assigned to enhance team efficiency and knowledge retention.
- • Utilize multiple applications including Microsoft Office Suite (Outlook, Word, basic Excel), CRM tools, My Workspace, and call management systems to perform daily tasks.
- • Demonstrate active listening and strong communication skills across verbal, written, and chat channels, delivering clear, concise, and timely responses without requiring pre-approval.
- • De-escalate tense customer situations using empathy, patience, and problem-solving techniques while identifying indirect customer needs.
- • Maintain high productivity and occupancy rates by efficiently managing time, multitasking across multiple monitors and systems, and minimizing work stoppages.
- • Ensure proper use of equipment and systems, performing basic troubleshooting before escalating to IT support.
- • Support Spanish-speaking customers directly when required; utilize translator services for other languages as needed.
🎯 Requirements
- • 4 plus years of customer service work experience
- • High School diploma or equivalent
- • Experience working with multiple applications in Microsoft Office Suite (Outlook, Word, basic Excel)
- • May require a license based on client support
- • Ability to handle escalated calls and complex customer issues with minimal scripting
- • Proficiency in navigating CRM tools and call management systems
🏖️ Benefits
- • Competitive pay range of $20.96 – $34.59 per hour
- • Access to comprehensive U.S. benefits through myassurantbenefits.com
- • Opportunity for salary growth within the position based on experience and performance
- • Work in a globally recognized company named a Best/Great Place to Work in 14 countries
Skills & Technologies
About Assurant, Inc.
Assurant, Inc. is a global provider of risk management products and services, headquartered in New York. The company offers extended service contracts, vehicle protection, pre-funded funeral insurance, renters insurance, lender-placed homeowners insurance, and other specialty property and casualty coverage. It partners with lenders, manufacturers, mobile carriers, funeral homes, and property managers to distribute its products primarily in North America, Latin America, and Europe. Founded in 1892 and publicly traded on the NYSE, Assurant focuses on supporting consumer purchases of homes, vehicles, mobile devices, and appliances through underwriting, claims administration, and customer support services.
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