Call Center Customer Service Representative

Company Description Maldonado Insurance is a locally focused insurance provider committed to offering accessible coverage and responsive service to individuals, families, and businesses. The company prioritizes clear communication, reliable support, and personalized guidance to help customers understand their options and feel confident in their decisions. Team members work in a collaborative environment that values integrity, accountability, and continuous improvement. Joining Maldonado Insurance means contributing to a customer-centered culture where high-quality service and professional growth are encouraged.Role Description The Call Center Customer Service Representative is a full-time, on-site role based in Ponce. This position is responsible for answering inbound calls, responding to customer inquiries, and providing information about insurance products, policy details, and billing. The role includes resolving issues, escalating complex cases when necessary, documenting interactions in company systems, and following established procedures to ensure accurate records. The representative will support customer retention by offering courteous, efficient service, following up on pending requests, and contributing to a positive customer experience. This role also involves collaborating with team members and supervisors to meet performance goals and adhere to compliance and quality standards.QualificationsAbility to deliver strong customer service and maintain a positive customer experience.Skills in customer support and focus on customer satisfaction and issue resolution.Experience working in call centers or as customer service representatives is preferred.Clear, professional verbal and written communication skills in en_US; bilingual abilities are a plus.Comfort using call center software, CRM systems, and basic office technologies.Strong listening skills, patience, and ability to handle high call volumes calmly.Reliability in attending scheduled shifts on-site in Ponce and meeting performance targets.Bachelor's Degree in Business Administration from an accredited institution preferred with a concentration in Marketing, Finance or Office Administration. A minimum of one year of relevant prior experience is required if was in insurance or financial services is beneficial.