{"id":2429294,"url":"https://alion.io/job/assuranceamerica-customer-experience-representative","title":"Customer Experience Representative","company":{"id":1860949,"name":"Assurance America","domain":"assuranceamerica.com","url":"https://alion.io/company/assuranceamerica","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-13T04:56:53Z","employer_posted_date":null,"last_verified_at":"2026-10-13T04:56:53Z","board_verified":false,"closed_at":null,"days_open":1,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":1},"description":"JOIN THE ASSURANCEAMERICA TEAM\nDo you want to be part of an organization where you are valued, and your ideas and opinions have an impact? Join the AssuranceAmerica team.\nFor more than 25 years, AssuranceAmerica has provided superior property and casualty insurance products through contracted independent agents and directly to customers. Our team succeeds through diversity of thought, experiences, skills, and backgrounds.\nCustomer Experience Representative The Customer Experience Representative will serve as the initial point of contact for our customer, managing inbound calls related to underwriting and billing issues, program inquiries, policy changes, and other corporate matters.\nThis position requires someone who is enthusiastic about creating positive, solution-focused experiences for others, demonstrates a moderate level of technical proficiency, and maintains a confident and professional phone presence. The ideal candidate will build authentic rapport with agents and policyholders, delivering personalized support that reinforces the value of partnering with or being insured by AssuranceAmerica.\nThis is a unique opportunity to join a growing company where your impact will be seen, and your career can flourish. High-performing team members in this role will have clear paths to advance within the Customer Experience department or explore new opportunities across other fast-growing areas of the business.\nOnly qualified candidates who reside in Nebraska will be considered for this opportunity. This position is fully remote; however, candidates must maintain primary residence within the state of Nebraska.\nAbout the ROLEEach day at AssuranceAmerica is different, but as a Customer Experience Representative, you will:\n\nServe as a problem-solver on the front lines, responding to inbound customer calls with a focus on identifying root cause of issues, analyzing unique situations, and delivering accurate, personalized solutions that align with company standards and customer needs. \n\nApply sound judgement and critical thinking when assisting with underwriting activities, ensuring timely and appropriate handling of exceptions or nuanced policy scenarios. \n\nNavigate and leverage the policy management system efficiently, using its tools to troubleshoot issues, improve processing accuracy, and identify trends or recurring challenges. \n\nCollaborate across the team with a solutions-oriented mindset, contributing to team discussions and best practices that enhance customer outcomes and operational effectiveness. \n\nPrioritize and organize daily tasks with attention to detail and time management, ensuring timely and thorough resolution of customer inquiries and back-end responsibilities.\n\nConsistently meet or exceed departmental KPIs and performance metrics by balancing efficiency with high-quality customer engagement. \n\nDemonstrate initiative and a growth mindset, actively seeking opportunities to broaden knowledge across departments and contribute to process improvements – positioning yourself for future advancement into roles in underwriting, sales, claims, or operations. \n\nAbout YOU\nYou thrive in a fast-paced, technology-driven environment and can adapt quickly to changing demands. \n\nYou’re confident making independent decisions by analyzing multiple data points and applying sound judgment. \n\nYou consistently demonstrate integrity, professionalism, and accountability in everything you do. \n\nYou collaborate well with others and contribute positively to a team-oriented culture. \n\nRequired\n\nBachelor’s degree OR 1-2 years of experience in a role requiring critical thinking, problem resolution, and direct interaction with clients or stakeholders.\n\nCreative problem-solving abilities, with the capacity to collaborate across departments and consider diverse perspectives in decision-making. \n\nExcellent PC skills.\n\nPreferred\n\nBilingual (English-Spanish).\n\nExperience in inside sales, supply chain, or logistics roles involving client support and a solutions-focused approach. \n\nPhysical Requirements \nProlonged periods sitting at a desk and working on a computer.\n\nMust be able to lift 15 pounds at times.\n\nMust be able to navigate various departments of the organization's physical premises.\n\nOriginally posted on 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