Aegis General Insurance Agency Inc. (AGIA) travel insurance division, is seeking a full-time, enthusiastic, and energetic Customer Service Agentto join its call center team in Miami, FL. This position offers the opportunity to work from home for candidates who live within a commutable distance of Miami, FL.
Acquired by AGIA’s parent company, K2 Insurance Services, LLC, in 2021, Aegis General travel division is a growing Travel & Event Insurance Company.
K2 Insurance Services, LLC offers the opportunity to join an established company in growth mode. Our pay and benefits program includes:
- competitive hourly pay rate
- bonus plan
- medical, dental, and vision insurance with no waiting period
- generous paid time-off in year of hire
- 401(k) with employer match
- annual profit-sharing opportunity
- voluntary benefits
- paid holidays
- paid lunch break
The Customer Service Agent position incorporates responsibilities in the areas of customer service and claims support. This is a great opportunity to join a rapidly growing company with an excellent chance for professional growth as we continue to expand.
Job Responsibilities include, but are not limited to:
- Answer incoming phone calls, emails, and voicemails from customers, travel advisors, and business partners.
- Provide accurate information regarding travel insurance products, coverage, and policy benefits.
- Assist customers with policy purchases, changes, cancellations, and refund requests.
- Guide customers through the claims process and assist with opening new claims.
- Answer questions regarding claim forms and required supporting documentation.
- Monitor and communicate claim status updates to customers.
- Process special policy issuances for key partners and accounts.
- Research and resolve customer inquiries in a professional and timely manner.
- Escalate complex customer concerns or complaints to management when appropriate.
- Accurately document customer interactions and maintain records in company systems.
- Meet quality, productivity, and customer service standards established by the company.
- Work collaboratively with team members and other departments to ensure an excellent customer experience.
- Participate in training and professional development opportunities.
- Perform other duties and special projects as assigned.
- Cover weekend shifts or extended hours as business needs require.
The ideal Customer Service Agent will have:
- Previous call center, customer service, hospitality, or other customer-facing experience preferred.
- Insurance industry or agency experience is a plus but not required.
- Excellent verbal and written communication skills.
- Strong customer service and problem-solving abilities.
- Ability to handle multiple tasks and prioritize work in a fast-paced environment.
- Strong attention to detail and organizational skills.
- Proficiency with Microsoft Office applications, including Outlook, Word, and Excel.
- Ability to learn new systems, products, and procedures quickly.
- Fluency in Spanish is a plus but not required.
- General travel knowledge from personal or professional experience is a plus.
- Location in or near the Miami, FL area (Position requires periodic in-person team meetings and training sessions in Miami)
What We Offer:
- Comprehensive training and support to develop the knowledge and skills needed to succeed in the role.
- Ongoing coaching and development opportunities.
- A collaborative team environment focused on customer satisfaction.
- Opportunities for career growth and advancement based on performance, contributions, and business needs as the company continues to expand.
Learn more about Aegis General Insurance Travel Insurance Division atwww.GoReadyinsurance.com; Aegis General Insurance Agency atwww.aegisgeneral.comand K2 Insurance Services atwww.k2ins.com.
Pay Rate:$22.00 USD/Hourly
