Customer Service Representative L&H (Veterinary-Focused)

Customer Service Representative

The Customer Service Representative provides exceptional service to insureds, carriers, and partners by responding to inquiries and resolving issues related to coverage, claims, billing, and account information. The CSR handles both inbound and outbound customer interactions to ensure needs are met accurately, efficiently, and with empathy. This role contributes directly to customer satisfaction, retention, and the overall success of the Affinity Customer Service team. Collaboration, teamwork, and strong communication within the team are key to success.

Your Impact:

Respond to inbound calls, emails, and other inquiries from customers and carriers in a professional, courteous, and timely manner.

Place outbound calls as needed to follow up on customer inquiries, resolve outstanding issues, or provide updates.

Maintain accurate and complete customer service notes and documentation in the CRM system.

Process client requests, policy changes, and updates received via phone, mail, or email.

Identify opportunities for process improvement and communicate recurring issues or suggestions to the Team Lead or Supervisor.

Follow established procedures to ensure compliance with company, client, and regulatory requirements, including HIPAA.

Meet or exceed individual performance goals related to SLA, quality, and customer satisfaction.

Participate in ongoing training to maintain up-to-date knowledge of products, procedures, and systems.

Collaborate effectively within the team by sharing information, assisting peers, and contributing to a supportive and communicative environment.

Support departmental initiatives, quality reviews, and process enhancements.

Uphold a positive and professional demeanor that reflects the organization's customer-centric culture.

Successful Candidates Will Have:

High School diploma or equivalent required; Associate degree preferred.

1 to 2 years of customer service or call center experience required.

Insurance, healthcare, or financial services industry experience preferred.

Life & Health license (IL) preferred or ability to obtain.

One80 Intermediaries is a privately held firm with offices throughout the US and Canada. As a leading insurance wholesaler and program manager, One80 offers placement services and binding authority for property and casualty, life, travel/accident and health, affinity and administrative services, and warranty business. Launched just four years ago, One80 Intermediaries has grown to be one of the largest intermediaries in the United States. In 2024, One80 Intermediaries was ranked the 14th largest broker in the U.S. by Business Insurance. In 2025, One80 Intermediaries earned the Great Place To Work Certification for the second consecutive year.

Pay Range: $15.48 - $19.23 Hourly. The pay range provided above is made in good faith and based on our lowest and highest annual salary or hourly rate paid for the role and takes into account years of experience required, geography, and/or budget for this role.

One80 Intermediaries is an equal opportunity workplace and is committed to ensuring equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.