Customer Service Representative
About The Company Travel Insured International, a Crum & Forster company, is a prominent leader in the travel insurance industry with over 30 years of experience. As a vital part of the Specialty Business Unit within the Accident & Health division, TII specializes in providing comprehensive travel protection plans designed to empower travelers to explore the world with confidence. The company prides itself on delivering dependable coverage, exceptional value, and high customer satisfaction to both consumers and agency partners of all sizes. Their commitment to protecting travelers’ journeys is not just a business objective but a core promise to ensure every traveler’s experience is safeguarded in critical moments. Travel Insured International’s mission is to meet travelers’ needs with reliable solutions, emphasizing safety, support, and peace of mind, encapsulated in their motto: ‘We are here. Go be there.’
About The Role We are seeking dedicated and customer-focused individuals to join our team as Customer Service Representatives. In this role, you will serve as the frontline contact for travelers and travel advisors, providing exceptional service and support through inbound calls. This position offers an excellent opportunity for individuals interested in starting or advancing their careers in customer service, especially within the travel insurance industry. No prior customer service experience is necessary, as comprehensive training, licensing, and mentorship programs will equip you with the skills needed to succeed. The role is fully remote within the United States, offering flexible schedules aligned with business needs. As a Customer Service Representative, you will be instrumental in ensuring our customers receive accurate information, assistance with policy questions, troubleshooting, and support for their travel protection needs. Your efforts will directly impact customer satisfaction and loyalty, reinforcing our company’s commitment to providing dependable, personalized service in every interaction.
Qualifications
- A High School Diploma or GED is required
- Minimum of 3 years of experience in customer service or retail roles; call center experience preferred
- Proficiency in MS Office applications, including MS Word, Outlook, and Teams
- Personal Lines or Property & Casualty License (classroom training provided)
- Experience in the Travel Insurance industry is preferred
- Dependable internet connection and a dedicated private workspace
Responsibilities
- Answer inbound calls from travelers and travel advisors, providing accurate and timely responses
- Address inquiries related to travel insurance coverage, website troubleshooting, purchase details, and agent support requests
- Create and manage cases in Salesforce to document customer needs, policy changes, or documentation requests
- Act as a liaison with agency partners via dedicated support email addresses
- Participate in weekly coaching sessions and team meetings via MS Teams
- Support other Customer Care functions, including chat support, group call handling, administrative tasks, and processing of Diamond Tour manifests
- Contribute to continuous improvement initiatives and perform other duties as assigned
Benefits
- Competitive compensation package
- Generous 401(k) employer match
- Employee Stock Purchase plan with employer matching
- Paid Time Off (PTO) and holidays
- Comprehensive health, dental, and vision insurance
- Wellness programs supporting physical, mental, and financial health
- Tuition reimbursement, industry certifications, and professional development opportunities
- Dynamic and inclusive work environment
- Volunteer opportunities and corporate giving programs
Equal Opportunity
We are committed to fostering an inclusive and diverse workplace. Crum & Forster provides equal employment opportunities to all applicants and employees regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic. We value and celebrate diversity and strive to create an environment where everyone can belong. If you require accommodations during the recruitment process, please let us know. Our commitment extends to ensuring pay equity and a respectful workplace for all employees.