Agent Support Representative

Build the future with us

Are you passionate about delivering exceptional customer service and helping people feel confident and secure about their future? As an Agent Support Representative, you will play a key role in supporting policyholders, agents, and internal partners by providing accurate policy information, resolving inquiries, and creating positive customer experiences.

This position is a great opportunity to showcase your communication and problem-solving skills while making a meaningful impact within a caring and trustworthy organization. Here, people and their development are at the heart of our priorities, fostering an environment that encourages collaboration, learning, and innovation.

What you'll accomplish with us

As an Agent Support Representative, you'll be at the core of our customer experience mission. Here are the main responsibilities:

• Communicate with customers through inbound and outbound phone calls, chats, emails, and written correspondence in both English and Spanish to ensure timely and effective resolution of inquiries.

• Explain policy coverage information and answer questions regarding policy benefits, updates, and servicing needs.

• Assess customer requests and determine when matters should be escalated to management or forwarded to other departments for further review.

• Update policies accurately, maintain detailed service logs, and provide follow-up communication when necessary.

• Develop and maintain knowledge of company products, policies, procedures, and compliance requirements while contributing to departmental goals and customer satisfaction metrics.

• Work independently and collaboratively in a fast-paced, high-volume customer service environment while maintaining a positive and professional attitude.

What could accelerate your success in this role

We're looking for someone who:

• Is known for their exceptional customer service and active listening skills.

• Stands out for their positive attitude and ability to build rapport with customers.

• Demonstrates strong communication, research, and problem-solving abilities.

• Is recognized for their attention to detail and ability to manage multiple priorities effectively.

• Has at least one year of customer service experience, preferably in a call center or contact center environment.

• Is fluent in Spanish and English, including the ability to read, write, speak, and translate between both languages.

• Possesses strong computer skills, including Microsoft Office, and can quickly learn new software systems.

• Can type a minimum of 35 words per minute.

• Has a high school diploma or GED equivalent.

• Can successfully meet department KPIs, goals, and attendance expectations.

Why you'll love working with us

• A work environment where learning and development merge with a collective pursuit of excellence.

• A healthy, safe, fair, and inclusive environment where potential can be freely expressed and developed.

• The opportunity to work in a hybrid environment, supported by flexibility and access to inspiring and innovative workspaces.

• Competitive benefits including:

  • Flexible Health, Dental, and Vision Insurance

  • 401(k) with Company Match

  • Paid Time Off (PTO)

  • Employee and Family Assistance Program

  • Ergonomic Furniture Program

  • Performance Bonus Opportunities

  • And much more!

Our Commitment to Inclusion

At iA American, we support and celebrate diversity. We strive to provide a workplace that is inclusive for all, regardless of ethnic origin, nationality, language, religious beliefs, gender, sexual orientation, age, marital status, family situation, or physical or mental disability.

Reasonable accommodations will be provided in accordance with ADA and EEO regulations to enable qualified individuals with disabilities to perform the essential functions of the position.

Apply now and get ahead of your career, where your talent really belongs!

Still unsure about applying?

At iA, we believe in potential and value diverse experiences. If this role inspires you, go ahead and apply. Your place might be with us, and we want to get to know you!