Customer Service Representative

We are actively looking for Customer Service Associates to join our Engagement Center team! This position will be a hybrid work setting, which will offer the flexibility of working remotely while also engaging in meaningful, in-office collaboration based out of our new hub in Charlotte, NC. Our next Training class starts October 28th, and you don’t want to miss out on this amazing opportunity - APPLY TODAY!!! About the Role: The Customer Service Associate (Personal Lines) provides a broad range of insurance-related customer service and business development support and services to our AAOs as well as existing customers to maintain and strengthen relationships. Plays a key role as the “face/voice of Brightway” to inbound callers and those who receive outbound calls. Participates as a member of a Customer Service Team to produce positive satisfaction results as measured by Customer Satisfaction Score. Works with all levels of the organization to promptly resolve issues to ensure satisfaction. About Brightway: Established in 2008, Brightway has grown to become one of the largest privately-owned property/casualty insurance distribution companies in the U.S. with more than 350 agencies in 35 states and more than $1.2 billion in annual premiums. Brightway is a purpose and core value-driven organization. We provide a blueprint for a future-proofed life. Through our successful model, agency owners focus on protecting their clients’ most important assets through consultation, curated choice, and confidence. Brightway focuses on our agency owners through back office, marketing support, and constant learning and development. Additionally, Brightway builds, integrates, and launches best-in-class and proprietary technology to help our agency owners better connect with clients to deepen relationships and drive success. Adding high quality talent to our Engagement Center is a priority to Brightway, which begins with our Personal Lines Associates! Job Responsibilities: Handles Inbound requests received via inbound phone calls, emails from customers, agents, carriers and others Proactively makes outbound phone calls with the purpose of providing service or selling additional products/services Fulfills requesters’ needs, ensuring satisfaction Acts as mentor to those less experienced Listens to, and incorporates, feedback Documents activities and follow up in appropriate systems regularly and accurately Performs other related duties as assigned Reports activity and outcomes to manager Education & Experience: High school diploma or equivalent 2-5 years’ experience in Customer Service or a related field Proficient in Microsoft Office products (Word, Excel, Outlook, PowerPoint) Must have or be able to obtain a 20-44 or a 2-20 license within first 60 days in role Skills, Licenses, Certifications: Exceptional customer service mindset: a desire and ability to deliver service that provides a high level of satisfaction Strong technical aptitude and ability to rapidly learn new contact center systems Strong communicator; must be able to convey ideas in a clear and concise manner Ability to learn new Brightway systems and procedures Independent judgment, critical thinking and decision making Ability to learn, embrace and put into practice new concepts and skills Able to gather and analyze facts and data, draw inferences, weigh alternatives and present logical solutions Ability to perform work with a high degree of accuracy, exceptional attention to detail Ability to thrive in a fast-paced environment Able to manage own time, activities and resources Team player: must be able to contribute to the team and rely on others to achieve objectives Now is the time to join Brightway. You can make your mark here. Contribute to our momentum by helping build our next gen tech ecosystem to help power our agency owners’ success. Our culture is driven by our core values, appetite to grow and excitement to collaborate and see our hard work pay off. Team members at Brightway enjoy: Competitive salaries Paid Time Off Medical/Dental/Life/Disability Insurance 401(k) plan with up to a 4% company-match Tuition reimbursement Recognition for living our core values Help us be the brighter way to do insurance!