[Hiring] Customer Service Representative @Crum & Forster

Role Description

Travel Insured International is hiring our next class of Customer Service Representatives to join our growing organization! Our Customer Service Representatives deliver exceptional service to our callers, which include travelers and our extensive travel advisor community.

Interested in this role, but don’t have Customer Service experience? Our Customer Service Representatives are provided with training and tools to begin your career! Our structured training program includes:

• Licensing training
• Classroom training on everything Customer Care at TII
• A collaborative mentor stage that allows for practical application of your new knowledge

We are proud that some of our best Customer Service Representatives have gone on to other parts of our organization, including Claims, Product, and our Quality Management teams, to name a few!

We are pleased to offer 100% remote working schedules within the US. The Customer Service department is open from 7:45AM – 7:15PM EST. Shift times include:

• 7:45am - 4:15pm
• 9:00am - 5:30pm
• 10:45am - 7:15pm

Scheduled shifts are determined by business need and may be subject to change.

What you will do:

• Answer inbound calls
• Provide accurate, clear and timely responses to a variety of traveler and travel advisor calls that will include, but not be limited to travel insurance coverage questions, website troubleshooting, purchase inquiries and agent support requests
• Create cases in Salesforce to address customer needs (such as documentation or policy changes)
• Act as a liaison with agency partners that have dedicated TII support email addresses
• Participate in weekly coaching sessions
• Participate in a variety of meetings on camera in MS Teams: including, Manager/Employee one-on-one meetings, Team meetings, Training and Town Halls
• Serve as backup for other Customer Care functions including Customer Care/Group call taking, supporting Customer Care Chats, Group desk administrative functions as well as Diamond Tour manifest processing
• Perform other related duties as needed

What YOU will bring to C&F:

• Customer-Centric: skilled at prioritizing their needs and experiences, understanding what they want and delivering exceptional service.
• Sales Focused: Ability to effectively communicate the value of TII’s offerings and tailored solutions to travelers' insurance needs.
• Effective Listening: Including active listening and empathy
• Effective Communication Skills: Both written communication skills, targeting information, comments and explanations in a manner appropriate to the needs of the audience and verbally by phone.
• Ability to resolve service issues and complaints, leveraging problem-solving and service skills to achieve an appropriate outcome promptly and effectively with a great deal of independence.

Qualifications

• A High School Diploma or GED is required
• 3+ years of experience in a customer service or retail role is required; call center experience preferred
• Proficiency with MS Office applications is required. Includes MS Word, Outlook and Teams.
• A Personal Lines or Property & Casualty License is required for this role. Classroom training is provided.
• Experience in the Travel Insurance industry is preferred.
• Dependable internet connection with a dedicated private workspace.

Benefits

• Competitive compensation package
• Generous 401K employer match
• Employee Stock Purchase plan with employer matching
• Generous Paid Time Off
• Excellent benefits that go beyond health, dental & vision. Our programs are focused on your whole family’s wellness including your physical, mental and financial wellbeing
• A core C&F tenant is owning your career development so we provide a wealth of ways for you to keep learning, including tuition reimbursement, industry related certifications and professional training to keep you progressing on your chosen path
• A dynamic, ambitious, fun and exciting work environment
• We believe you do well by doing good and want to encourage a spirit of social and community responsibility, matching donation program, volunteer opportunities, and an employee driven corporate giving program that lets you participate and support your community
• At C&F you will BELONG