Customer Care Associate

Customer Care Representative - Fixed Weekends OffUnifyCX is growing and we're looking for a Customer Care Representative to join our motivated and ambitious team in San Antonio, TX.Pay and Perks:Base Pay: $18.00 per hour (starting wage rate)$18.25 per hour (upon certification)$18.50 per hour (6 mos. tenure)$19 per hour (1 year tenure)Additional Benefits: UnifyCX offers a comprehensive benefits package that includes health, life, vision, and dental insurance, as well as a 4% max matching 401K, and other financial opportunity options.Hours of Operation: This program is from 7 am to 7 pm Monday through Friday, and schedules will fall between these hours. NEO: Friday (9:00 AM5:30 PM CST) Training Hours (Classroom Training, Product Readiness & Knowledge Check): Monday to Friday (9:00 AM5:30 PM CST) Training duration: 6 to 7 weeks After training all agents begin their assigned production schedule.Location: Project CoWork Building, 11103 West Ave, San Antonio 78213.Who Are You?Minimum 6 months Insurance experience or 6 months customer service experience, preferably in a professional or call-center environment.Ability to demonstrate internet-based, multi-screen computer navigation with ease.Commitment to Reliability.Strong Customer engagement skills.Basic understanding of the Insurance Industry. Understanding of Jewelry / Asset type of insurance is a plus.Technical troubleshooting experience preferred but not required.Comfortable handling customer support inquiries and customer support complaints.Comfortable with utilizing various methods of communication (email, chat, phone).Strong multi-tasking skills.What Will You Do?Process incoming and outgoing focused phone calls to collect information, investigate issues, or diagnose and troubleshoot problems.Research and resolve issues, within the scope of responsibility.Obtain, enter, and verify customer information in designated systems.Document customer notes with clear, concise explanations in a timely, and accurate manner, navigating systems while on the phone and documenting as much of the conversation in real-time as possible.Maintain established quality, calls/interactions per hour, and response time metrics, while supporting overall goals and objectives.Maintain excellent product knowledge, stay informed with training updates and email updates.Follow proper escalation pathways determined by each program and situations.Optimize each contact with a customer by outlining opportunities and benefits of pursuing relationship with assigned client.Ensure that calls are processed in strict adherence to established policies, procedures, quality standards as well as applicable federal laws and regulations.Maintain strict confidentiality of information provided by customer or data accessed within assigned systems.Establish and maintain a professional relationship with internal/external customers, team members and department contacts.Who We AreUnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman customer experiences through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like GoTalent.AI, Voice of Customer, and automatic QA. Our outcome-based model prioritizes measurable results for more than 200 client programs serviced today. With a focus on automation, talent enablement, strategic partnerships, and strict data ethics, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.UnifyCX is a certified woman-owned business and an EOE employer who welcomes diversity.