At Teak, the Consumer Experience Representative plays a pivotal role in shaping positive interactions with our insurance customers, ensuring their needs are met with empathy and efficiency. This position is crucial for building trust, fostering loyalty, and directly impacting our company's reputation in a competitive insurance landscape. By serving as the frontline advocate for consumers, you'll help Teak stand out as a customer-centric leader, turning everyday interactions into lasting relationships that drive business success and long-term growth. Your day-to-day will involve handling a high volume of customer inquiries via phone, email, chat, and social media, providing accurate information on insurance policies, claims, and coverage options. You'll resolve complex issues promptly, escalating matters to specialists when necessary, while tracking resolution times to meet key performance metrics like first-contact resolution rates above 85% and customer satisfaction scores exceeding 90%. Weekly, you'll analyze customer feedback trends, collaborate with underwriting and claims teams to streamline processes, and contribute to service improvement projects, such as developing self-service FAQs. Monthly responsibilities include preparing reports on interaction volumes, identifying common pain points, and participating in team huddles to share best practices. You'll also mentor junior reps on occasion, manage a caseload of up to 50 active accounts, and ensure compliance with regulatory standards through detailed documentation in our CRM system. Ideal candidates bring a bachelor's degree in business, communications, or a related field, along with at least 2-3 years of customer service experience in insurance or financial services. Proficiency in CRM tools like Salesforce or Zendesk, along with strong knowledge of insurance products, regulations, and claims processing, is essential. Relevant certifications such as CPCU or CRM are highly valued, and prior experience in a call center or support environment with demonstrated success in handling escalated complaints is required. Success in this role demands excellent verbal and written communication skills, empathy, and the ability to multitask in a fast-paced setting. Technical savvy with Microsoft Office Suite, telephony systems, and analytics tools is key, complemented by problem-solving prowess and a customer-first mindset. Adaptability to shifting priorities and a collaborative spirit for cross-functional teamwork round out the core competencies needed to thrive at Teak. Teak is an innovative insurance provider dedicated to simplifying coverage for modern consumers through technology and personalized service. Our mission is to make insurance accessible and stress-free, guided by values of integrity, innovation, and customer obsession. We foster a vibrant, inclusive culture with collaborative teams, regular team-building events, and a supportive environment that encourages work-life balance and professional fulfillment. We offer competitive compensation with salary not specified, commensurate with experience, plus comprehensive health, dental, and vision insurance, 401(k) matching, and generous PTO starting at 15 days annually. Additional perks include remote work flexibility, professional development stipends, wellness programs, stock options for full-time employees, and performance-based bonuses tied to customer satisfaction goals. Teak provides clear paths for career advancement into senior representative or team lead roles, with ongoing training, mentorship, and tuition reimbursement for certifications. To apply, visit our careers page and submit your resume today—join us in revolutionizing consumer experiences in insurance.