Customer Service Agent

About the role

The Customer Service Agent will field inbound telephone calls from customers filing auto or property insurance claims. You will act as the first point of contact, gathering essential information and guiding callers through the claims process.

Key responsibilities

• Answer inbound calls and provide support to customers wishing to file a claim.
• Identify the type of loss or peril and collect detailed information about the incident, damages, parties involved, and injuries.
• Document caller statements accurately to avoid repetition and ensure a smooth hand‑off.
• Use internal tools and articles to schedule inspections and educate callers on inspection methods.
• Transfer calls to appropriate departments when additional assistance is required.
• Maintain adherence to company policies, demonstrate problem‑solving skills, and meet performance targets.

Required profile

• Clear, pleasant speaking voice with good articulation and concise communication.
• Strong empathy and ability to provide reassurance in stressful situations.
• Attention to detail, resilience, and ability to follow procedures accurately.
• Excellent written and verbal communication, reading comprehension, and critical‑thinking skills.
• Ability to work independently, stay organized, and adapt to a fast‑paced environment.

Required skills

• Proficiency with PC applications and the Windows operating system.
• Experience using web browsers and email for daily tasks.
• Typing speed of at least 30 wpm with 80 % accuracy.

What we offer

• Opportunity to develop expertise in insurance claims handling.
• Supportive team environment with ongoing training.