Customer Service Representative

Title: Customer Service Representative

Location:

• Remote (United States)
• Remote (Pleasant Grove, UT, US)

Department: Online Programs

Job Description:
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 w/ Bonus

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.