Job Description

About Us:

Ricci & Associates is a leading independent insurance agency with over 70 years of experience providing tailored insurance solutions. We represent multiple carriers offering a wide range of coverage options to meet our clients diverse needs. We are seeking a customerfocused Live Chat Agent to join our team and enhance our client experience by providing prompt accurate and professional support through our live chat platform.
Job Summary:
As a Live Chat Agent at Ricci & Associates you will be the first point of contact for clients seeking assistance through our online chat system. Your primary responsibility will be to provide realtime support to clients answer inquiries resolve issues and guide them through our services and products. This role requires excellent communication skills a strong understanding of our insurance offerings and the ability to deliver exceptional customer service.
Key Responsibilities:

1. Client Support:
   • Respond promptly to client inquiries via live chat providing accurate information about our insurance products and services.
   • Assist clients with policy inquiries claims processing billing questions and other related concerns.
   • Troubleshoot and resolve client issues in a timely manner escalating complex cases to the appropriate department when necessary.
2. Customer Engagement:
   • Engage with clients in a friendly and professional manner building rapport and ensuring a positive customer experience.
   • Provide personalized recommendations based on clients needs and preferences.
   • Educate clients about our insurance products helping them understand their options and make informed decisions.
3. Data Management:
   • Accurately document client interactions and update customer information in our CRM system.
   • Track and report common client issues and feedback to help improve our services and products.
   • Maintain confidentiality and adhere to data protection policies when handling client information.
4. Collaboration:
   • Work closely with the sales claims and underwriting teams to ensure seamless service delivery.
   • Collaborate with other team members to share knowledge and improve overall customer service standards.
   • Participate in team meetings and training sessions to stay updated on product changes company policies and industry developments.
5. Performance Metrics:
   • Meet or exceed established performance targets including response time resolution time and customer satisfaction scores.
   • Continuously seek opportunities to improve efficiency and effectiveness in handling client inquiries.

Qualifications:

• High school diploma or equivalent; additional certification or training in customer service or related field is a plus.
• Previous experience in a live chat support role preferably within the insurance or financial services industry.
• Excellent written communication skills with a strong attention to detail.
• Ability to multitask and manage multiple chat sessions simultaneously.
• Proficiency in using CRM software and live chat platforms.
• Strong problemsolving skills and a clientfirst mindset.
• Knowledge of insurance products and terminology is preferred.

Preferred Skills:

• Experience with remote customer service tools and techniques.
• Familiarity with data protection regulations and best practices.
• Ability to work independently and manage time effectively in a fastpaced environment.

What We Offer:

• Competitive salary and benefits package.
• Opportunities for professional growth and career advancement.
• A supportive and collaborative work environment.
• Additional perks e.g. flexible working hours remote work options wellness programs etc.

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