Customer Service Agent (Remote - Miami)

Salary: $22.00 Hourly Aegis General Insurance Agency Inc. (AGIA) travel insurance division, is seeking a full-time, enthusiastic, and energetic Customer Service Agent to join its call center team in Miami, FL. This position offers the opportunity to work from home for candidates who live within a commutable distance of Miami, FL. Acquired by AGIA’s parent company, K2 Insurance Services, LLC, in 2021, Aegis General travel division is a growing Travel & Event Insurance Company. K2 Insurance Services, LLC offers the opportunity to join an established company in growth mode. Our pay and benefits program includes: competitive hourly pay rate bonus plan medical, dental, and vision insurance with no waiting period generous paid time-off in year of hire 401(k) with employer match annual profit-sharing opportunity voluntary benefits paid holidays paid lunch break The Customer Service Agent position incorporates responsibilities in the areas of customer service and claims support. This is a great opportunity to join a rapidly growing company with an excellent chance for professional growth as we continue to expand. Job Responsibilities include, but are not limited to: Answer incoming phone calls, emails, and voicemails from customers, travel advisors, and business partners. Provide accurate information regarding travel insurance products, coverage, and policy benefits. Assist customers with policy purchases, changes, cancellations, and refund requests. Guide customers through the claims process and assist with opening new claims. Answer questions regarding claim forms and required supporting documentation. Monitor and communicate claim status updates to customers. Process special policy issuances for key partners and accounts. Research and resolve customer inquiries in a professional and timely manner. Escalate complex customer concerns or complaints to management when appropriate. Accurately document customer interactions and maintain records in company systems. Meet quality, productivity, and customer service standards established by the company. Work collaboratively with team members and other departments to ensure an excellent customer experience. Participate in training and professional development opportunities. Perform other duties and special projects as assigned. Cover weekend shifts or extended hours as business needs require. The ideal Customer Service Agent will have: Previous call center, customer service, hospitality, or other customer-facing experience preferred. Insurance industry or agency experience is a plus but not required. Excellent verbal and written communication skills. Strong customer service and problem-solving abilities. Ability to handle multiple tasks and prioritize work in a fast-paced environment. Strong attention to detail and organizational skills. Proficiency with Microsoft Office applications, including Outlook, Word, and Excel. Ability to learn new systems, products, and procedures quickly. Fluency in Spanish is a plus but not required. General travel knowledge from personal or professional experience is a plus. Location in or near the Miami, FL area (Position requires periodic in-person team meetings and training sessions in Miami) What We Offer: Comprehensive training and support to develop the knowledge and skills needed to succeed in the role. Ongoing coaching and development opportunities. A collaborative team environment focused on customer satisfaction. Opportunities for career growth and advancement based on performance, contributions, and business needs as the company continues to expand. Learn more about Aegis General Insurance Travel Insurance Division at www.GoReadyinsurance.com ; Aegis General Insurance Agency at www.aegisgeneral.com and K2 Insurance Services at www.k2ins.com . Pay Rate: $22.00 USD/Hourly 9:00 a.m. - 5:00 p.m. Eastern Time