Service Center Representative

foresters; United States; Remote; USD 42,000 - 64,000; Full time

Benefits offered by this job

Health insurance

Dental coverage

Well-being programs

Retirement contributions

Paid vacation

Learning opportunities

Volunteer day

Job summary

Foresters is seeking a remote inbound customer service specialist to assist clients with insurance policies and related services across phone, email, and chat channels. You will be the first contact, guiding customers and coordinating with internal teams to resolve issues end-to-end.

The role requires empathy, clear explanations of insurance concepts, and accurate handling of account updates with supportive training and coaching provided.

Qualifications

• 3–5 years of customer service experience.
• Ability to explain insurance concepts to diverse customers.
• Strong written and verbal communication skills.

Responsibilities

• Respond to questions about coverage, billing, and online account access.
• Process policy changes and payments; update records and document interactions.
• Explain options and help customers use online and self-service tools.

Skills

Empathy

Clear communication

Computer literacy

Job description

Role overview

Serve as a primary contact for people seeking help with insurance policies and related services. This remote, multi-channel role focuses on inbound phone support, with additional email and chat work, and combines customer guidance, account servicing, and coordination with internal teams.

Responsibilities

• Respond to questions about coverage, policy terms, billing, payments, complaints, and online account access.
• Process policy changes and payment-related requests, update customer records, and document each interaction accurately.
• Explain available options and help customers use online and self-service tools.
• Handle sensitive conversations with care, including situations involving grief or distress; resolve requests at first contact when possible.
• Research complex issues and coordinate with other teams, then follow up with customers as needed.
• Meet service quality, accuracy, productivity, customer satisfaction, and scheduled-shift expectations; contribute to team improvement and support colleagues when required.

Requirements

• 3–5 years of customer service experience and a strong commitment to responsive, accurate support.
• Ability to work in a fast-paced, high-volume inbound phone environment and meet performance targets.
• Clear verbal and written communication skills, including the ability to explain insurance concepts to people with varied backgrounds.
• Empathy, patience, sound judgment, and professionalism when handling complex or emotionally difficult situations.
• Strong computer skills, with the ability to work across multiple customer service systems and learn new tools quickly.

Nice to have

• Experience in an inbound contact center or financial services setting.

Benefits and work setup

• Fully remote within the province where the employee resides; work follows a scheduled shift and includes training and ongoing coaching.
• Benefits described in the listing include health, dental and well-being coverage, retirement contributions, paid vacation, learning opportunities, and a paid volunteer day. Some offerings may depend on employment status.