At least 2 years of customer service experience, preferably in a call center or service-focused environment.
Ability to obtain and maintain a Property & Casualty insurance license.
Ability to adapt to changing customer needs and multiple communication channels.
Problem-solving ability to troubleshoot issues before escalation.
Strong written and verbal communication skills.
Proficiency with common customer service software and systems, such as customer relationship management tools.
Time management and multitasking abilities to handle multiple customer interactions and tasks efficiently.
Comfort using artificial intelligence-enabled support tools, such as chatbots, artificial intelligence knowledge bases, or generative artificial intelligence assistants, to find information and draft customer responses, and willingness to learn and follow company guidelines.
Responsibilities
Provide customer service through phone, email, chat, or other contact methods while communicating clearly and professionally.
Document all customer accounts accurately and promptly after any action.
Use job tools and job aids and apply basic troubleshooting steps to resolve customer inquiries before escalating.
Assist with simple certificate requests and manage email inboxes.
Self-manage tasks, take initiative, and work independently with minimal supervision to ensure effective service.
Adapt to changing customer needs and channel demands while demonstrating empathy in customer interactions.
Provide frontline feedback on recurring customer pain points to improve processes and artificial intelligence responses.
Perform other duties as requested, directed, or assigned.
At Veracity, we aim to be a different kind of insurance partner – one that is free from outside investors, venture capital, or the pressures of a corporate parent.
Ours is a culture of empowerment – one that believes in effort, results, and accountability. We believe that transparency fosters trust, trust fosters growth, and that growth drives innovation. Our commitment to rigorous evaluation and relentless execution leads to rapid evolution.
We answer only to the small business owners we serve, and this independence allows us to stay focused on what matters most: helping their businesses thrive by providing expert guidance and best-in-class insurance policies.
We’re growing fast and want you to be a part of it!
We’re seeking a dedicated and detail-oriented Customer Service Representative to join our team. Reporting to the Communications Manager, this remote role is responsible for delivering accurate, timely, and high-quality support to customers across multiple communication channels. The Customer Service Representative ensures a positive customer experience through thorough documentation, effective coordination with internal teams, and the ability to adapt to evolving priorities.
Key Responsibilities
Provide excellent customer service through phone, email, chat, or other contact methods, while communicating clearly and professionally
Thoroughly and accurately document all customer accounts immediately after any action
Effectively use job tools and job aids, applying basic troubleshooting steps to resolve customer inquiries before escalating.
Assist with simple certificate requests and manage email inboxes
Self-manage tasks, taking initiative and working independently with minimal supervision to ensure optimal service
Adapt quickly to shifting customer needs and channel demands, while demonstrating empathy in every customer interaction
Provide frontline feedback on recurring customer pain points to improve processes and AI responses
Required to perform other duties as requested, directed, or assigned
Requirements and Qualifications
High school diploma or equivalent required
2+ years’ experience in customer service, preferably in a call center or service-focused environment
Ability to obtain and maintain a Property & Casualty (P&C) insurance license
Ability to adapt to changing customer needs and multiple communication channels
Strong problem-solving skills to troubleshoot issues before escalation
Strong written and verbal communication skills
Proficiency with common customer service software and systems, such as CRM tools
Strong time management and multitasking abilities to handle multiple customer interactions and tasks efficiently
Comfortable using AI-enabled support tools (e.g., chatbots, AI knowledge bases, or generative AI assistants) to help find information and draft customer responses, with a willingness to learn and follow company guidelines
Perks
Health, dental, and vision plans
Amazing work-life balance with 4 weeks of Paid Time Off
10 Paid Company Holidays with 2 floating holidays
401K Programs with employer match
Personal assistance programs for support in a healthy personal and work life
Why Veracity?
Here at Veracity, you’ll be part of a team of trailblazers and visionaries. We’re not just revolutionizing the way people “do” insurance; we are creating a whole new paradigm. Here, you will experience a vibrant and inclusive workplace where your ideas matter! With us, you have a chance to:
Engage in groundbreaking projects that are reshaping the insurance landscape
Collaborate with a group of dedicated, like-minded professionals
Experience a culture that prioritizes growth and development
Compensation Range: $18/hr during training; $20/hr upon successful completion of licensing and training
We are proud to be an equal-opportunity employer. We are committed to providing equal opportunities to all qualified applicants, regardless of race, color, religion, sex, national origin, disability, or any other legally protected characteristics.
If you need accommodation, please let us know during the interview process.