Customer Service Representative at Generali Global Assistance in Pembroke Pines, FL

Job description

• Embark on a Journey That Makes a Difference.
• At Redion, 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

Responsibilities

• 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.
• 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.
• Documents all interactions with passengers.
• Attends 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.
• Follows proper procedures as detailed in performance guidelines, and representing the mission statement, values, and standards of Generali
• Manages personal email inbox to stay informed of company and departmental updates
• Any additional tasks assigned by management.

Requirements

• 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.
• 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.

Skills

Required

• Prior customer service experience.
• Excellent customer service skills.

Benefits

• 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)