Customer Service Representative
Handles high-volume inbound and outbound calls for small-business insurance customers, resolving payment, document, renewal, and follow-up issues. Requires strong phone communication, organization, reliable attendance, and full-time onsite availability in San Francisco; prior call center or insurance experience is a plus.
About the job
Responsibilities
- Handle inbound and outbound phone calls with small-business owners.
- Locate customer accounts, understand needs, provide clear next steps, and meet callback commitments.
- Follow up on payments, documents, renewals, and at-risk cancellations using phone, text, and email.
- Pursue unresolved issues until they are fully resolved, including coordinating with the appropriate specialist.
- Document interactions and outstanding items clearly in internal systems.
- De-escalate frustrated customers and deliver effective resolutions.
- Identify recurring customer problems and flag opportunities to improve processes.
Requirements
- Strong phone communication skills; clear, professional, and patient.
- Basic computer proficiency with spreadsheets, email, phone systems, and internal tools.
- Ability to work full-time, Monday through Friday, onsite in downtown San Francisco.
- Reliable attendance and punctuality.
- Legally authorized to work in the United States.
Nice to Have
- Experience in a call center, collections, dispatch, front desk, or high-volume customer service environment.
- Bilingual Spanish skills.
- Insurance, brokerage, or financial services experience.
- Experience working from call lists or using a CRM.
Compensation and Benefits
- $23–$26/hour; full-time, hourly, non-exempt W-2 position; overtime eligible.
- Health, dental, and vision insurance.
- Commuter benefits.
- Team meals and snacks.
Skills
Phone Communication, Spreadsheets, Email, CRM, Call Lists, Customer Service, Collections, Insurance
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