Remote Agency Support Customer Service Representative position

Position Summary

Shift Hours : Full-time 11am-8pm

or

Part-time 2pm-8pm EST

The Agency Support Customer Service Representative serves as a primary point of contact for agency partners, providing prompt, professional, and solution-oriented support. This role is responsible for assisting agencies with policy inquiries, system navigation, billing issues, documentation, and other service-related concerns. The representative ensures a positive experience by delivering accurate information, resolving issues efficiently, and maintaining strong working relationships with internal departments and external partners. Success in this position requires excellent communication skills, attention to detail, and the ability to manage multiple tasks in a fast-paced environment.

Essential Duties and Responsibilities

Serve as the first point of contact for agent inquiries.

Manage tickets through HubSpot CRM, ensuring accurate documentation, resolution tracking, and tagging to producer records.

Resolve ~90% of agent inquiries independently, including billing, declines, and system questions.

Access and contribute to the HubSpot knowledge base for FAQs, SOPs, and training content.

Stay current on policy systems, rules, and updates to ensure accurate responses.

Meet defined service levels (e.g., call answer times, abandonment rate, first-call resolution).

Ensure professional tone and consistent service across all channels.

Escalate inquiries according.

Collect agent feedback and support Net Promoter Score (NPS) measurements through HubSpot tools.

Provide insights on common issues and recommend process improvements.

Contributes to reporting on resolution time, call trends, and customer satisfaction metrics.

Be familiar with all aspects of our clients' guidelines and where to find their documentation.

Maintain and build customer relationships through quality service and accurate and timely product delivery and customer service.

Meet company goals.

Expertly use company's computer systems for functions the Customer Service Department is responsible for.

Process paperwork for inbound and outbound correspondence

Apply the elements of building positive rapport with different types of customers over the phone.

Possess above average customer service skills, including questioning and listening skills, etiquette, English language correct grammar and spelling, professionalism with all customers, and call control.

Provide support to other departments while in downtime status.

Complete special projects and client tasks in conjunction with other departments.

Display time flexibility towards shifts as per work

Other duties as assigned.

Competencies

To perform essential functions of the job successfully, an individual should demonstrate the following competencies :

Critical thinking and problem solving - exercises sound reasoning to research and analyze issues, make decisions, and overcome problems.

Technical capability - skillful in use of tools, hardware, software, and equipment. Efficiently leverages company's digital technologies to solve problems and complete

Communication - articulates thoughts and ideas clearly and effectively to exchange information. Clearly delivers information using appropriate platforms to deliver messages and written Body language supports positive engagement with others.

Planning and organizing - initiates, structures, and carries out realistic plans to complete work and projects.

Thoroughness - ensures work and information is complete and Monitors work for correctness and verifies information is correct.

Initiative - independently determines what needs to be done and acts on it. Exhibits willingness to try new things.

Flexibility - adapts to changes in the work environment, manages competing demands, and has the resiliency to work with frequent change and unexpected events.

Teamwork and collaboration - builds collaborative relationships with colleagues and customers. Demonstrates openness, values differences, and practices

Professionalism and work ethic - demonstrates personal accountability, effective work habits, integrity, and ethical behavior.

Safety and security - actively promotes and personally observes safety and security procedures and uses equipment and materials properly.

Effective relationships and interpersonal awareness - thoughtfully listens to the ideas of others and maintains a positive attitude. Notices, interprets, and anticipates others' concerns and feelings, and communicates this awareness empathetically to others. Manages conflict through listening fairly to all sides and exercises creative problem solving. Is receptive to feedback and is accountable for one's Exercises workplace etiquette.

Minimum Qualifications (Education, Experience, Skills)

• High School Diploma Required, college degree
• Experience with insurance or agency management systems
• Minimum of one (1) year of contact center or customer service experience is
• One (1) year working experience of Microsoft Excel, Word, Outlook is
• Ability to function in a call center environment and utilize standard office equipment including but not limited to computer, fax, copier, telephone, etc.
• Spanish speaking skills are a plus

Background Check is required