Role Description Travel Insured International is hiring our next class of Customer Service Representatives to join our growing organization! Our Customer Service Representatives deliver exceptional service to our callers, which include travelers and our extensive travel advisor community. Interested in this role, but don’t have Customer Service experience? Our Customer Service Representatives are provided with training and tools to begin your career! Our structured training program includes: - Licensing training - Classroom training on everything Customer Care at TII - A collaborative mentor stage for practical application of new knowledge We are proud that some of our best Customer Service Representatives have gone on to other parts of our organization, including Claims, Product, and our Quality Management teams, to name a few! We are pleased to offer 100% remote working schedules within the US. The Customer Service department is open from 7:45AM – 7:15PM EST. Shift times include: - 7:45am - 4:15pm - 9:00am - 5:30pm - 10:45am - 7:15pm Scheduled shifts are determined by business need and may be subject to change. Job Description What you will do: - Answer inbound calls - Provide accurate, clear and timely responses to a variety of traveler and travel advisor calls that will include, but not be limited to travel insurance coverage questions, website troubleshooting, purchase inquiries, and agent support requests - Create cases in Salesforce to address customer needs (such as documentation or policy changes) - Act as a liaison with agency partners that have dedicated TII support email addresses - Participate in weekly coaching sessions - Participate in a variety of meetings on camera in MS Teams: including Manager/Employee one-on-one meetings, Team meetings, Training, and Town Halls - Serve as backup for other Customer Care functions including Customer Care/Group call taking, supporting Customer Care Chats, Group desk administrative functions as well as Diamond Tour manifest processing - Perform other related duties as needed Qualifications - Customer-Centric: skilled at prioritizing their needs and experiences, understanding what they want and delivering exceptional service. - Sales Focused: Ability to effectively communicate the value of TII’s offerings and tailored solutions to travelers' insurance needs. - Effective Listening: Including active listening and empathy. - Effective Communication Skills: Both written communication skills, targeting information, comments, and explanations in a manner appropriate to the needs of the audience and verbally by phone. - Ability to resolve service issues and complaints, leveraging problem-solving and service skills to achieve an appropriate outcome promptly and effectively with a great deal of independence. Requirements - A High School Diploma or GED is required - 3+ years of experience in a customer service or retail role is required; call center experience preferred - Proficiency with MS Office applications is required, including MS Word, Outlook, and Teams - A Personal Lines or Property & Casualty License is required for this role. Classroom training is provided - Experience in the Travel Insurance industry is preferred - Dependable internet connection with a dedicated private workspace Benefits - Competitive compensation package - Generous 401K employer match - Employee Stock Purchase plan with employer matching - Generous Paid Time Off - Excellent benefits that go beyond health, dental & vision, focused on your whole family’s wellness including physical, mental, and financial wellbeing - Opportunities for career development including tuition reimbursement, industry-related certifications, and professional training - A dynamic, ambitious, fun, and exciting work environment - Encouragement of social and community responsibility through matching donation programs, volunteer opportunities, and an employee-driven corporate giving program

• Deliver exceptional support by resolving expert inquiries with speed, accuracy, and empathy. • Educate experts on platform features, ensuring they can confidently engage and maximize their experience. • Communicate with both internal and external partners representing the 600 + brands on the platform. • Communicate effectively across phone, chat, and email channels with a professional, helpful tone. • Gather, document, and share expert feedback to help improve products and services. • Proactively explore ways to streamline and automate manual processes using AI. • Advocate for the expert experience internally, representing their needs to cross-functional teams. • Maintain and optimize support tools and resources to streamline workflows. • Contribute to a culture of continuous learning and improvement within the support team.

• Execute diagnostics based on data analysis, KPIs, and other metrics for business areas across companies in diverse industries; • Develop management and executive presentations summarizing the results of process diagnostics and build the presentation materials; • Define and quantify improvement initiatives for the processes analyzed, design implementation plans and monitor the results achieved; • Conduct interviews and lead workshops with area stakeholders to map processes, identify deviations/bottlenecks and root causes; • Support project scope control and manage the escalation process to ensure compliance with schedule and scope; • Work collaboratively in teams with clear and assertive communication; • Serve as a project point of reference, proposing solutions and proactively supporting project demands; • Support other consultants with project tasks; • Analyze documents, databases/reports and produce analyses

• Deliver outstanding customer support via phone calls, chats, and emails • Build strong and lasting customer relationships • Keep up with evolving tools and technology • Handle sensitive customer data with care and security • Apply the latest and greatest customer happiness practices • Maintain deep understanding of client solutions and meet KPI • Communicate with developers and cross-functional specialists