Customer Experience Support Representative at NJ CURE

Princeton, New Jersey, United States -

Full Time

Start Date

Immediate

Expiry Date

01 Jan, 26

Salary

25.0

Posted On

03 Oct, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience, Data Analysis, Organizational Skills, Attention To Detail, Problem-Solving, Microsoft Office, Google Workspace, Auto Insurance Knowledge, Jira, Guidewire, Customer Feedback Management, Root Cause Analysis, Presentation Skills, Collaboration, Fast-Paced Environment, Service Improvement

Industry

Insurance

Description

Customer Experience Support Representative CURE Auto Insurance is a leading direct writer of auto insurance in New Jersey, Pennsylvania, and Michigan. CURE offers a great working environment, competitive salary, and comprehensive benefits package which includes health and dental coverage, life and disability insurance, 401k with generous company match, and much more! The Customer Experience Support Representative is a customer-focused and detail-oriented position helping the organization better understand, measure, and enhance the customer journey - from quotes to claims. In this entry-level role, you’ll work closely with and report to CX Analysts and Managers to help collect customer feedback, organize data, and assist in customer journey improvement initiatives. Essential Job Functions: * Support the Customer Experience Analyst with organizing and maintaining customer driven data * Help track CX-related epics and bugs in Jira * Support the testing and implementation of system improvements designed to enhance the customer experience. * Use Guidewire data to understand customer behaviors across policy issuance, billing, endorsements, FNOL, and claims processing. * Identify opportunities to improve customer experience by analyzing data, listening to customer calls, and observing workflows. * Analyze customer interactions across touchpoints (quote, policy issuance, billing, claims, renewals) to identify friction points and opportunities for improvement. * Assist in conducting root cause analysis on complaints, escalations, and negative feedback to drive systemic improvements. * Assist in managing and tracking customer feedback. * Help prepare presentations or internal documents based on CX data * Maintain spreadsheets with updated customer insights * Provide feedback and updates to the customer experience team as needed. * Perform other duties as assigned. Experience/Qualifications * High school diploma or equivalent required; associate’s or bachelor’s degree is a plus. * Familiarity with auto insurance processes, terminology, and customer lifecycle. * Willingness to learn tools like Jira, Guidewire and other company systems. * Interest in customer experience, service improvement, or business operations * Familiar with Microsoft Office (Word, Excel, Outlook, PowerPoint). * Familiar with Google Workspace (Gmail, Docs, Sheets, Slides, Meet, Drive) * Good organizational skills and attention to detail * Strong analytical and problem-solving skills with a customer-first mindset. * Ability to work independently and collaboratively in a fast-paced environment. Benefits * Medical, dental, and vision insurance * 401(k) with employer match * Paid time off (vacation, sick leave, and holidays * FSA and HRA * Parental leave opportunities * Life and Disability Insurance * Employee Assistance Programs (EAP) * Discounted tickets to CURE Arena in NJ * Voluntary Benefits (Pet Insurance, ID & Fraud, Accident & Illness, and more!) Physical Actions/Environment: Required job duties consist of prompt and regular attendance, ability to frequently move about the office to coordinate work with others; standing, sitting and typing for extended periods; and lifting and/or carrying up to 5 lbs. Ability to frequently communicate with others in-person, on the phone/virtually, and in writing. Ability to read, understand, process and evaluate large amounts of technical information and make related, informed decisions. Salary: $23-25 hourly based on experience Schedule: Full-Time; Monday – Friday, 8:30 am-5 pm. We offer a hybrid work schedule: team members work onsite 4 days per week and have the flexibility to work remotely 1 day per week. Location: Princeton, NJ We recruit, hire, employ, train and promote, and compensate individuals based on job-related qualifications and abilities. We respect the dignity and worth of each individual and are committed to an employment environment that is free from all forms of employment discrimination. CURE Auto Insurance provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, pregnancy, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Disclaimer: This job description reflects management's assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned. This job description may be subject to change at any time. Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Responsibilities

The Customer Experience Support Representative will assist in organizing and maintaining customer-driven data and support the testing and implementation of system improvements. This role involves analyzing customer interactions to identify friction points and opportunities for improvement in the customer journey.