Role Description We are looking for an experienced Licensed Insurance Customer Service Representative (P&C) to support U.S.-based insurance agencies with policy servicing, quoting, renewals, and customer support. - In this client-facing role, you will work directly with policyholders, prospects, insurance carriers, and agency teams to ensure timely, accurate, and professional service. - You will assist with policy updates, prepare insurance quotes, answer coverage questions, and help agencies deliver an exceptional customer experience. Responsibilities - Policy Servicing - Assist clients with policy changes, endorsements, renewals, cancellations, and general servicing requests. - Respond to policyholder inquiries accurately and professionally. - Maintain detailed documentation of customer interactions and policy activities. - Ensure all servicing activities comply with agency procedures and insurance regulations. - Quoting & Customer Support - Prepare insurance quotes for new and existing customers. - Help clients understand available coverage options and policy details. - Follow up with prospects and existing clients regarding quotes and renewals. - Provide exceptional customer service through timely and professional communication. - Carrier & Agency Coordination - Communicate with insurance carriers regarding underwriting requirements, policy changes, and coverage questions. - Maintain accurate records within the agency management system. - Process policy documentation and client requests efficiently. - Collaborate with internal agency teams to ensure seamless customer support. Qualifications - You hold an active U.S. Property & Casualty (P&C) license (resident or non-resident). - You enjoy helping clients understand their insurance coverage and providing excellent customer service. - You communicate confidently and professionally over the phone and via email. - You are organized, detail-oriented, and able to manage multiple client requests simultaneously. - You thrive in a remote work environment and can work independently with minimal supervision. - You understand the importance of accuracy, compliance, and delivering a positive client experience. Requirements - Active U.S. Property & Casualty (P&C) Insurance License (resident or non-resident). - Minimum 1 year of Property & Casualty insurance experience with an insurance agency or carrier. - Experience in Personal Lines, Commercial Lines, or both. - Comfortable handling inbound and outbound calls with policyholders, prospects, and insurance carriers. - Excellent verbal and written English communication skills. - Must be located outside of the United States. - Reliable high-speed internet connection and a dedicated home office. - Strong organizational skills and attention to detail. - Ability to work during U.S. business hours. Nice-to-Have - Experience supporting both Personal Lines and Commercial Lines. - Familiarity with major U.S. insurance carriers. - Experience using agency management systems such as Applied Epic, AMS360, HawkSoft, EZLynx, QQCatalyst, Vertafore, or similar platforms. - Previous experience working remotely for a U.S.-based insurance agency. - Experience supporting multiple insurance producers or agency teams. Interview Process - Initial Recruiter Screening - Client Interview - Offer Stage What Happens After You Apply Right after you apply, you’ll receive an email invitation from Spark Hire to record your Intro Video. It’s a short, self-recorded video, completed once on your own time, and it’s the final step that completes your application. - Instead of repeating yourself on screening call after screening call, you tell your story once and it carries forward. - Hiring managers get to see how you actually communicate before you meet, so when you’re a fit, the first conversation isn’t starting from scratch. - Fewer interviews, and the ones you do have count for more. - Don’t overthink it. Record it as many times as you like—nobody sees the takes you discard. - Your Intro Video invitation will come from Spark Hire, our trusted video interview platform, so please keep an eye on both your inbox and spam folder for the email.

• Assists customers with transportation questions and concerns • Schedules, modifies, and cancels reservations as requested • Obtains and documents details of customer complaints and concerns • Ensures all relevant customer information is accurately documented • Attends required meetings and adheres to company policies and procedures • Maintains acceptable attendance and punctuality standards • Ensures accurate trip data entry and documentation • Maintains a polite, professional, and courteous demeanor at all times • Demonstrates commitment to producing high-quality work • Refers unresolved customer grievances to appropriate departments for further investigation and resolution • Promotes a positive and collaborative working environment • Supports a 24/7/365 contact center environment; schedules may include nights, weekends, and holidays, including company-recognized holidays, with required holiday coverage • Participates in additional projects or duties as assigned

• Leads the day-to-day activities of a specialized team in a contact center or client service environment • Achieves specific outcomes and key indicators for their work group in order to optimize performance • Delivers CARES model to customers and service partners • Collaborates with business partners to meet customer and employee needs in a responsive, efficient manner • Manages escalated issues and interacts with customers • Manages the customer experience process • Ensures that reporting is accurate and completed in a timely manner • Conducts problem solving locally to own issues and share continuous improvement opportunities to the team • May help manage workforce functions of the group • Accountable for the performance of the customer support team • Review team behaviors and identifies trends to drive employee engagement and outcomes • Inspires, motivates, grows and develops customer service staff • Leads change efforts and owns all outcomes • Effectively plans, organizes, directs, analyzes and evaluates staff and processes

• Provide leadership to customer service representatives and develop growth opportunities within the Call Center • Handle administrative functions related to Human Resources, e.g., scheduling, time-off reports, performance reviews and performance management. • Implement and monitor key controls and manage appropriate operational risks. • Regularly review department workflows, performance impacts and implementation of new processes and strategies affecting the Call Center • Establish group policies and procedures, and recommend strategies and priorities for supporting SLA deliverables • Excellent verbal and written communications skills • Reviewing various Call Center reports to identify coaching and performance opportunities. • Ability to work hard and long when conducting research and awaiting results • Able to react to change productively and handle other essential tasks as assigned • Establish and maintain relationships with the company’s vendors and operational support departments. • Other duties, responsibilities, and job functions as assigned