Customer Service Representative

At Veracity, we aim to be a different kind of insurance partner – one that is free from outside investors, venture capital, or the pressures of a corporate parent. Ours is a culture of empowerment – one that believes in effort, results, and accountability. We believe that transparency fosters trust, trust fosters growth, and that growth drives innovation. Our commitment to rigorous evaluation and relentless execution leads to rapid evolution. We answer only to the small business owners we serve, and this independence allows us to stay focused on what matters most: helping their businesses thrive by providing expert guidance and best\-in\-class insurance policies. We’re growing fast and want you to be a part of it! We’re seeking a dedicated and detail\-oriented **Customer Service Representative** to join our team. Reporting to the Communications Manager, this remote role is responsible for delivering accurate, timely, and high\-quality support to customers across multiple communication channels. The Customer Service Representative ensures a positive customer experience through thorough documentation, effective coordination with internal teams, and the ability to adapt to evolving priorities. **Key Responsibilities** * Provide excellent customer service through phone, email, chat, or other contact methods, while communicating clearly and professionally * Thoroughly and accurately document all customer accounts immediately after any action * Effectively use job tools and job aids, applying basic troubleshooting steps to resolve customer inquiries before escalating. * Assist with simple certificate requests and manage email inboxes * Self\-manage tasks, taking initiative and working independently with minimal supervision to ensure optimal service * Adapt quickly to shifting customer needs and channel demands, while demonstrating empathy in every customer interaction * Provide frontline feedback on recurring customer pain points to improve processes and AI responses * Required to perform other duties as requested, directed, or assigned **Requirements and Qualifications** * High school diploma or equivalent required * 2\+ years’ experience in customer service, preferably in a call center or service\-focused environment * Ability to obtain and maintain a Property \& Casualty (P\&C) insurance license * Ability to adapt to changing customer needs and multiple communication channels * Strong problem\-solving skills to troubleshoot issues before escalation * Strong written and verbal communication skills * Proficiency with common customer service software and systems, such as CRM tools * Strong time management and multitasking abilities to handle multiple customer interactions and tasks efficiently * Comfortable using AI\-enabled support tools (e.g., chatbots, AI knowledge bases, or generative AI assistants) to help find information and draft customer responses, with a willingness to learn and follow company guidelines **Perks** *