Customer Support Agent (Remote)

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Marketplace boasts decades of experience across dozens of geographies and teams, including Content, SEO, Business Intelligence, Finance, HR, Marketing, Production, Technology and Sales. The team brings rich industry knowledge to Marketplace’s global coverage of consumer credit, debt, health, home improvement, banking, investing, credit cards, small business, education, insurance, loans, real estate and travel.

Marketplace Operations, Inc. is seeking a full-time Customer Support Agent to join our growing insurance vertical. As a Customer Support Agent, you will manage the day-to-day customer service of our insurance clients. You will leverage your expertise to drive exceptional results for our clients.

The ideal candidate is a self-motivated team player with a proven track record of going above and beyond traditional technical support to deliver a white-glove experience to customers seeking various consumer insurance products.

Responsibilities: 

• Provide top-tier technical support via phone, email, and chat, ensuring prompt and effective resolution of customer inquiries.
• Conduct high-level customer service to identify customers' travel needs and recommend the most suitable products.
• Test and document development projects, providing valuable insights and feedback for continuous improvement.
• Assist with process improvement initiatives and implement ideas in a fast-paced, dynamic environment.
• Document and manage various ongoing projects and ensure timely completion.
• Identify and propose automated solutions to streamline processes, enhancing efficiency and productivity.
• Maintain accurate and detailed customer records, documenting interactions and ensuring data integrity.
• Monitor and analyze customer feedback and metrics to identify trends, escalate issues, and propose improvement solutions.
• Participate in creating and maintaining knowledge base articles, FAQs, and other customer-facing resources.

Required Qualifications:

• Familiarity with travel insurance products, terminology, and industry best practices.
• Exceptional verbal and written communication skills, coupled with strong technical and analytical abilities.
• Self-motivated and proactive, with a proven ability to drive progress and foster key relationships.
• Highly organized and detail-oriented, with a passion for delivering outstanding customer support.
• Positive and perseverant attitude, coupled with a flexible and results-driven approach.
• Strong teamwork skills, with the ability to collaborate effectively across various functions and levels.
• Proficiency in customer relationship management (CRM) systems, Zendesk, and other ticketing tools.
• Excellent active listening and empathy skills, with the ability to understand and address customers' needs effectively.
• Ability to maintain composure and professionalism in challenging situations, demonstrating resilience and adaptability.
• Commitment to continuous learning and self-education, going beyond provided training to explore and master relevant products.
• Must be able to obtain a Property and Casualty Insurance license, and pass a background check with fingerprinting

Preferred Qualifications:

• Existing Property & Casualty agent license
• Excellent problem-solving and project execution skills, with the ability to manage complex tasks and meet deadlines under pressure.
• Proficiency in business reporting and a strong command of various business tools, applications, and formats, including Google Suite, Notion, and Zendesk.
• Ability to work independently on strategic issues, collaborating with diverse stakeholders and managing fairly complex projects.
• Minimum of 2 years of agent or producer experience in the insurance industry, with a proven track record of success.
• Knowledge of additional languages, enabling support for a diverse customer base.
• Experience with upselling and cross-selling techniques to drive revenue growth.

Benefits:

• Competitive compensation package
• Ability to work remotely
• Unlimited PTO
• Every third Friday of the month off
• Winter break closure; the week between Christmas and New Years
• Home office setup
• Wellness Reimbursement

Forbes Marketplace provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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