Customer Service Representative - Emergency Services

Generali Global Assistance | Travel Insurance; Town of Florida (NY); Hybrid; USD 35,000 - 50,000; Full time

Benefits offered by this job

Generous Employer contribution for health, dental, and vision insurance

Paid Maternity and Paternity Leave

Scholarship Program for Employee Dependents

Company match on 401k

Employee Assistance Program (EAP)

Company paid short-term and long-term disability insurance

Discounts on travel insurance

Time off policies including vacation days and sick days

Job summary

A leading travel insurance provider seeks a Customer Service Representative to assist clients with claims and travel protection inquiries. This hybrid role offers a supportive environment, where you'll manage both call and email interactions, ensuring excellent customer service. Applicants should have a High School diploma, strong communication skills, and prior experience in customer service. The position is located in New York, requiring onsite presence 2-3 days a week after training.

Qualifications

• Strong communication skills to listen attentively to customer needs.
• Prior customer service experience required.
• Fluent in English, both verbal and written.

Responsibilities

• Answer inbound calls and assist clients with coverage questions.
• Set up new claims and provide status for ongoing claims.
• Document all interactions with customers.

Skills

Excellent verbal and written communication skills

Customer service skills

Critical thinking and decision-making skills

Active listening skills

Positive attitude

Education

High School Diploma or Equivalent (GED)

Tools

Microsoft Office Suite

Job description

Embark on a Journey That Makes a Difference.

At Generali Global Assistance (GGA), every day is an opportunity to help people explore the world with confidence. We’re not just in the business of protection—we’re in the business of adventure and peace of mind. Whether it’s a backpacker trekking through the Andes, a family cruising the Mediterranean, or a solo traveler chasing the Northern Lights, we’re there to ensure their journey is safe and supported. From assisting with emergency medical claims to guiding customers through trip disruptions or ID theft, your work helps turn travel challenges into stories of resilience.

Set Sail on a Career Path to Success.

Our Teams Value Curiosity And Collaboration While Priding Ourselves On Fostering a Welcoming And Inclusive Atmosphere For Our Employees. Elevate Your Journey Through Our Internal Programs, Including

• Diversity, Equity, and Inclusion (DEI) Committee
• Career pathing and Individual Development Plans
• Internal training and intern opportunities
• Women in Business Mentorship Program
• Employee awards and recognition
• Education and professional development assistance program

Passport To Perks Includes

• Generous Employer contribution for health, dental, and vision insurance
• Paid Maternity and Paternity Leave
• Scholarship Program for Employee Dependents
• Company match on 401k
• Employee Assistance Program (EAP)
• Company paid short-term and long-term disability insurance
• Company paid life insurance
• Voluntary Pet Insurance
• Voluntary Legal Benefit
• Discounts on travel insurance
• Time off policies including vacation days, sick days, personal days, holidays and volunteer days (VTO)

Your Role On The Expedition

This role of Customer Service Representative is responsible to answer all incoming/outgoing calls, setting up new claims, providing status of claims that are in process and answering questions about travel protection plans. Position also includes corresponding with customers via email inquiries. To be successful in this role, you must have strong communication skills to listen attentively to customer needs, maintain accurate records of customer interactions and feedback and address requests promptly and courteously.

Chart Your Course

• Answer inbound calls and automated call backs, assisting clients with coverage questions, policy modifications or cancellations, claim filing, claims status requests, etc.
• Make outgoing calls following up on customer requests
• Provide information on travel protection plans to travel agents or directly to passengers.
• Document all interactions with passengers.
• Attend weekly team meeting to stay abreast of product information, and procedural/policy changes and department or company updates?
• Participate in individual and group training, complete mandatory company training within deadlines.
• Follow proper procedures as detailed in performance guidelines, and represent the mission statement, values, and standards of Generali
• Manage personal email inbox to stay informed of company and departmental updates
• Any additional tasks assigned by management.

Required Qualifications

Your Ticket to Success:

• High School Diploma or Equivalent (GED) required.
• Excellent verbal and written communication skills
• Insurance benefits administration (Travel/Health insurance).
• Proficiency in Microsoft office Suite; ability to conduct internet research
• Prior customer service experience.
• Good communication skills, both verbal and written; fluent English required
• Excellent customer service skills.
• Excellent critical thinking and decision-making skills.
• Active listening skills to understand customer needs and concerns
• Positive attitude and willingness to go above and beyond to ensure customer satisfaction.

Preferred Qualifications

• Prior experience working in a call center environment is a plus
• Experience in an insurance office setting helpful.
• Experience in handling high volume of interactions including call and email volumes.

Position Coordinates

This is a hybrid role based out of our Pembroke Pines office. As a hybrid role, you will be working onsite 2-3 days a week and working from home 2-3 days a week after an initial 90 days of on-site training.

Time For Take-off

This department is a 7 day per week operation and shifts/hours may vary. Occasional overtime may be required according to business need.

One team. Every destination.

Generali Global Assistance Is Proudly Part Of The Europ Assistance Group And Our Products Utilize a Number Of Corporate And Product Brands. The Brands For Our North American Team Include The Following

• CSA: US travel insurance brand for retail, tour operator, cruise and lodging partners. Learn more here.
• Generali Global Assistance (GGA): The primary Corporate brand in the United States for our travel insurance, travel assistance, identity and cyber protection, and beneficiary companion products. Learn more here.
• GMMI: the industry standard for global medical cost containment and medical risk management solutions. Learn more here.
• Iris, Powered by Generali: identity and digital protection solution. Learn more here.

Explore new horizons – apply today!

Don’t meet every single requirement? At Generali Global Assistance, we are dedicated to building a diverse, inclusive and enriching workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

California Residents

Privacy Notice for California Residents Seeking Employment with Generali Global Assistance is available here: https://us.generaliglobalassistance.com/privacy-notice-for-california-residents-seeking-employment/

The Company is committed to providing equal employment opportunity in all our employment programs and decisions. Discrimination in employment on the basis of any classification protected under federal, state, or local law is a violation of our policy. Equal employment opportunity is provided to all employees and applicants for employment without regard age, race, color, religion, creed, sex, gender identity, gender expression, transgender status, pregnancy, childbirth, medical conditions related to pregnancy or childbirth, sexual orientation, national origin, ancestry, ethnicity, citizenship, genetic information, marital status, military status, HIV/AIDS status, mental or physical disability, use of a guide or support animal because of blindness, deafness, or physical handicap, or any other legally protected basis under applicable federal, state, or local law. This policy applies to all terms and conditions of employment, including, but not limited to, recruitment and hiring, classification, placement, promotion, termination, reductions in force, recall, transfer, leaves of absences, compensation, and training. Any employees with questions or concerns about equal employment opportunities in the workplace are encouraged to bring these issues to the attention of Human Resources. The Company will not allow any form of retaliation against individuals who raise issues of equal employment opportunity. All Company employees are responsible for complying with the Company’s Equal Opportunity Policy. Every employee is to treat all other employees equally and fairly. Violations of this policy may subject an employee to disciplinary action, up to and including termination of employment.