Job Description
The Customer Service Representative (CSR) provides exceptional service to insureds, carriers, and partners by responding to inquiries and resolving issues related to coverage, claims, billing, and account information. The CSR handles both inbound and outbound customer interactions to ensure needs are met accurately, efficiently, and with empathy. This role contributes directly to customer satisfaction, retention, and the overall success of the Affinity Customer Service team. Collaboration, teamwork, and strong communication within the team are key to success. Your Impact: Respond to inbound calls, emails, and other inquiries from customers and carriers in a professional, courteous, and timely manner. Place outbound calls as needed to follow up on customer inquiries, resolve outstanding issues, or provide updates. Maintain accurate and complete customer service notes and documentation in the CRM system. Process client requests, policy changes, and updates received via phone, mail, or email. Identify opportunities for process improvement and communicate recurring issues or suggestions to the Team Lead or Supervisor. Follow established procedures to ensure compliance with company, client, and regulatory requirements, including HIPAA. Meet or exceed individual performance goals related to SLA, quality, and customer satisfaction. Participate in ongoing training to maintain up-to-date knowledge of products, procedures, and systems. Collaborate effectively within the team by sharing information, assisting peers, and contributing to a supportive and communicative environment. Support departmental initiatives, quality reviews, and process enhancements. Uphold a positive and professional demeanor that reflects the organization’s customer-centric culture. Successful Candidates Will Have: High School diploma or equivalent with 1 to 2 years of customer service experience ideally in a call center or similar environment. Strong technical aptitude with ability to manage and transit
