Customer Experience Support Representative

Citizens United Reciprocal Exchange; Princeton (NJ); On-site; USD 31,684 - 34,440; Full time

Benefits offered by this job

Health and dental coverage

401(k) with employer match

Paid time off

Life and disability insurance

Employee Assistance Programs

Discounted arena tickets

Voluntary benefits

Job summary

A leading auto insurance provider is looking for a Customer Experience Support Representative in Princeton, NJ. This entry-level position focuses on helping improve the customer journey and involves data organization and analysis. Ideal candidates should have strong analytical skills and a customer-first mindset. This role offers a competitive salary and a hybrid work environment.

Qualifications

• Familiarity with auto insurance processes and terminology.
• Willingness to learn company tools.
• Must have good organizational skills.

Responsibilities

• Support the Customer Experience Analyst with organizational tasks.
• Analyze customer interactions to identify improvement opportunities.
• Assist in tracking customer feedback and preparing presentations.

Skills

Attention to detail

Customer service mindset

Analytical skills

Organizational skills

Education

High school diploma or equivalent

Associate’s or bachelor’s degree

Tools

Jira

Guidewire

Microsoft Office

Google Workspace

Job description

Customer Experience (CX) Support Representative

CURE Auto Insurance is a leading direct writer of auto insurance in New Jersey, Pennsylvania, and Michigan. CURE offers a great working environment, competitive salary, and comprehensive benefits package which includes health and dental coverage, life and disability insurance, 401k with generous company match, and much more!

The Customer Experience Support Representative is a customer-focused and detail-oriented position helping the organization better understand, measure, and enhance the customer journey - from quotes to claims. In this entry-level role, you’ll work closely with and report to CX Analysts and Managers to help collect customer feedback, organize data, and assist in customer journey improvement initiatives.

Essential Job Functions

• Support the Customer Experience Analyst with organizing and maintaining customer driven data
• Help track CX-related epics and bugs in Jira
• Support the testing and implementation of system improvements designed to enhance the customer experience.
• Use Guidewire data to understand customer behaviors across policy issuance, billing, endorsements, FNOL, and claims processing.
• Identify opportunities to improve customer experience by analyzing data, listening to customer calls, and observing workflows.
• Analyze customer interactions across touchpoints (quote, policy issuance, billing, claims, renewals) to identify friction points and opportunities for improvement.
• Assist in conducting root cause analysis on complaints, escalations, and negative feedback to drive systemic improvements.
• Assist in managing and tracking customer feedback.
• Help prepare presentations or internal documents based on CX data
• Maintain spreadsheets with updated customer insights
• Provide feedback and updates to the customer experience team as needed.
• Perform other duties as assigned.

Experience/Qualifications

• High school diploma or equivalent required; associate’s or bachelor’s degree is a plus.
• Familiarity with auto insurance processes, terminology, and customer lifecycle.
• Willingness to learn tools like Jira, Guidewire and other company systems.
• Interest in customer experience, service improvement, or business operations
• Familiar with Microsoft Office (Word, Excel, Outlook, PowerPoint).
• Familiar with Google Workspace (Gmail, Docs, Sheets, Slides, Meet, Drive)
• Good organizational skills and attention to detail
• Strong analytical and problem-solving skills with a customer-first mindset.
• Ability to work independently and collaboratively in a fast-paced environment.
• Medical, dental, and vision insurance
• 401(k) with employer match
• Paid time off (vacation, sick leave, and holidays
• FSA and HRA
• Parental leave opportunities
• Life and Disability Insurance
• Employee Assistance Programs (EAP)
• Discounted tickets to CURE Arena in NJ
• Voluntary Benefits (Pet Insurance, ID & Fraud, Accident & Illness, and more!)

Physical Actions/Environment

Required job duties consist of prompt and regular attendance, ability to frequently move about the office to coordinate work with others; standing, sitting and typing for extended periods; and lifting and/or carrying up to 5 lbs. Ability to frequently communicate with others in-person, on the phone/virtually, and in writing. Ability to read, understand, process and evaluate large amounts of technical information and make related, informed decisions.

Salary: $23-25 hourly based on experience

Schedule: Full-Time; Monday – Friday, 8:30 am-5 pm. We offer a hybrid work schedule: team members work onsite 4 days per week and have the flexibility to work remotely 1 day per week.

Location: Princeton, NJ

We recruit, hire, employ, train and promote, and compensate individuals based on job-related qualifications and abilities. We respect the dignity and worth of each individual and are committed to an employment environment that is free from all forms of employment discrimination.

CURE Auto Insurance provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, pregnancy, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Disclaimer : This job description reflects management's assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned. This job description may be subject to change at any time.

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.