AVMA Customer Service Representative - Professional Liability

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an AVMA Customer Service Representative - Professional Liability based in the United States. This role provides frontline support to policyholders within a professional liability insurance environment. You will respond to customer questions, investigate account issues, and provide clear guidance on coverage, claims, billing, and policy information. The position combines customer service, insurance administration, problem-solving, and accurate data management. You will handle inbound and outbound communications across phone, email, and chat while maintaining a professional and empathetic approach. The role requires strong attention to detail and the ability to manage multiple requests in a fast-paced, service-focused environment. You will collaborate with colleagues and escalate complex matters appropriately while contributing ideas that improve customer and team processes. Success will be reflected in customer satisfaction, service quality, productivity, accuracy, and adherence to established standards.

Respond to policyholder inquiries through phone, email, and chat in a professional, courteous, accurate, and timely manner. Research and resolve questions related to professional liability coverage, claims, billing, policy details, and account information. Provide clear explanations and practical assistance while maintaining an empathetic, customer-focused approach. Escalate complex or sensitive issues to senior team members or management when appropriate. Maintain accurate records of customer interactions, transactions, inquiries, and resolutions. Complete data-entry activities, including sorting and indexing scanned correspondence and emails and routing information to the appropriate team or individual. Meet established production, productivity, service, and quality standards. Handle both inbound and outbound customer interactions according to established procedures and service expectations. Identify recurring customer issues and communicate process-improvement opportunities, trends, and recommendations to the appropriate team lead or supervisor. Collaborate closely with colleagues to resolve customer needs efficiently and contribute to a positive team environment. Manage multiple priorities effectively while maintaining accuracy and professionalism in a fast-paced setting. Requirements High school diploma or equivalent required. 1–2 years of customer service or call-center experience preferred. Previous experience in insurance, healthcare, veterinary reception, or animal-related customer service is strongly advantageous. Property & Casualty insurance licensing, particularly in Illinois, is preferred, or willingness and ability to obtain the required license. Strong verbal and written communication skills, with the ability to explain information clearly and professionally. Strong customer-service orientation and the ability to interact with customers with patience, empathy, and professionalism. Effective problem-solving and research skills, with the ability to identify issues and determine appropriate resolutions or escalation paths. Strong attention to detail and accuracy when handling policy, billing, claims, and account information. Ability to work effectively in a fast-paced environment while managing multiple customer requests and competing priorities. Comfortable working across phone, email, chat, and computer-based systems. Ability to collaborate effectively with team members and contribute to shared service and quality objectives. Self-motivated, dependable, and committed to meeting established productivity and quality expectations. Benefits Hourly compensation of $22.00–$25.00 . Full-time, remote position within the United States. Medical and prescription drug coverage. Dental and vision insurance. Life insurance and disability insurance. Employee Stock Purchase Plan (ESPP). 401(k) retirement savings plan. Student loan assistance. Tuition reimbursement. Free mental health and enhanced advocacy services. Paid time off and holidays. Preferred partner discounts and additional well-being programs. Benefits eligibility and waiting periods may vary depending on the specific plan, location, or employing entity. Opportunity to develop experience in professional liability insurance and customer account management within a collaborative service environment.

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