Customer Service Representative

Our Benefits

• Full paid during training

• Nine days of Paid Time Off (PTO) in addition to regular vacations

• Fully reported wages to IMSS and Infonavit

• Weekly food vouchers of $316 MXN

• Weekly Payment

• Life and burial insurance

• Parking On-site

• Wellness Center On-site

• Exclusive coffee shop on-site

• Special discounts at establishments

• Employee Referral Program

• Monthly activities and celebrations

About the role

The Customer Service Representative handles questions and issues from both customers and agents. They work to keep and build good relationships between policyholders and the insurance company.

Key Responsibilities:

• Take responsibility for any question, issue, or mistake that could affect the policyholder or agent and decide on the best solution.

• Answer incoming calls, handle questions about existing policies, and decide on the best course of action.

• Be the first contact after a policy is sold, identify risks, and ask the right questions.

• Record details of each call, process policy changes, handle DMV filings, answer billing questions, take payments, and show excellent phone manners, dedication to customer service, and strong problem-solving skills.

• Handle health policy requests like policy questions, cancellations, updating profiles, billing adjustments, and refunds.

• Check policy details to understand special circumstances, provide coverage information, answer complex billing questions, process policy changes accurately, and gather necessary underwriting information to ensure correct premiums.

• Handle most situations independently, resolve conflicts, and empathize with customers.

• Provide feedback when training needs are identified.

• Promote teamwork through reliability and group cohesion.

• Suggest process improvements to leadership.

Education and Experience 

• High School Diploma/ GED 

• Call Center experience (Preferred)

• Insurance industry knowledge (Preferred)

Minimum Skills and Competencies:

The following skills and abilities are required. Adjustments can be made for individuals with disabilities.

• Fully Bilingual (English/Spanish) 

• Must be customer-focused and able to effectively troubleshoot and resolve questions and concerns.

• Able to multitask and manage multiple systems daily.

Desired Skills:

• Previous experience in insurance customer service.

For this position, we offer up to $ 24,000 MXN. monthly before taxes.