About the Role

Provide exceptional customer support through our live chat platform, helping customers with inquiries, policy questions, and claims assistance. Join our digital customer service team and deliver true protection through responsive, caring online support that reflects our commitment to being there when customers need us most.

As a Live Chat Support Agent, you'll be on the front lines of our digital customer service, providing real-time assistance to customers through our website chat platform. This role is perfect for someone who enjoys helping others, has strong written communication skills, and wants to be part of a team that values quick, accurate, and empathetic customer service.

Key Responsibilities

• Respond to customer inquiries through live chat platform
• Provide information about insurance products, policies, and coverage
• Assist customers with account access, billing questions, and policy changes
• Guide customers through claims reporting process
• Escalate complex issues to appropriate specialists or supervisors
• Maintain detailed records of customer interactions and resolutions
• Meet response time and customer satisfaction targets
• Stay updated on product knowledge and company policies

Requirements

• High school diploma or equivalent, some college preferred
• Previous customer service or chat support experience preferred
• Excellent written communication skills and typing speed (50+ WPM)
• Strong multitasking abilities to handle multiple chat sessions
• Basic understanding of insurance products and terminology
• Proficiency in chat software and customer service platforms
• Reliable internet connection and quiet home office environment

Preferred Qualifications

• Strong written communication with proper grammar and spelling
• Ability to convey empathy and professionalism through text
• Quick thinking and problem-solving abilities
• Patience when dealing with frustrated or confused customers
• Ability to learn and retain product information quickly
• Experience with CRM systems and help desk software preferred

Benefits & Perks

• Competitive hourly wage with shift differentials
• Work-from-home flexibility with provided technology
• Comprehensive health, dental, and vision coverage
• Paid training on insurance products and chat systems
• 401(k) retirement plan with company matching
• Flexible scheduling with various shift options
• Performance bonuses based on customer satisfaction scores
• Career development opportunities in customer service leadership
• Employee assistance program and wellness benefits
• Technology stipend for home office setup