Customer Service Representative

Embark on a Journey That Makes a Difference

At Generali Global Assistance (GGA), 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

Passport to Perks Includes:

• 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)

Your Role on the Expedition:

This position answers 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.

• Answer inbound calls and automated call backs, assisting clients with claims status requests, setting up new claims, etc.
• Make outgoing calls following up on existing claims that are in process or contacting the passenger with claims outcome decisions.
• Verify/update mailing address on returned mail to resend correspondence to passengers.
• Receive new claim mail from tour operators/travel agents to set-up new claims.
• Provide information on travel protection plans to travel agents or directly to passengers.
• Documents all interactions with passengers.
• Performs other duties as assigned.

Your Ticket to Success:

• Prior customer service experience.
• Must have the ability to work any shift during hours of operation to include weekends, evenings and holidays.
• Excellent customer service skills.
• Ability to focus and pay attention to detail.
• Good organizational skills.
• Good verbal and written communication skills.
• Ability to multi-task.
• Advanced computer skills in Microsoft Word & Excel.
• Strong self-starter with the ability to work with minimal supervision.
• Excellent critical thinking and decision-making skills.
• Ability to work as a part of a team as well as individually.
• Experience in an insurance office setting helpful.

Education/Certifications:

• High School Diploma or equivalent required.

Position Coordinates:

This is a hybrid role based out of our Pembroke Pines office. As a hybrid role, you will be working onsite 2-3 days a week and working from home 2-3 days a week after the successful completion of a 90-day on-site training period.

Time for Take-off:

This department is a 7 day per week operation and shifts/hours may vary. Occasional overtime may be required according to business need.

One team. Every destination.

Generali Global Assistance is proudly part of the Europ Assistance Group and our products utilize a number of corporate and product brands. The brands for our North American team include the following:

• CSA: US travel insurance brand for retail, tour operator, cruise and lodging partners.
• Generali Global Assistance (GGA): The primary Corporate brand in the United States for our travel insurance, travel assistance, identity and cyber protection, and beneficiary companion products.
• GMMI: the industry standard for global medical cost containment and medical risk management solutions.
• Iris, Powered by Generali: identity and digital protection solution.

Explore new horizons – apply today!

Don't meet every single requirement? At Generali Global Assistance, we are dedicated to building a diverse, inclusive and enriching workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

California Residents - Privacy Notice for California Residents Seeking Employment with Generali Global Assistance is available here:

The Company is committed to providing equal employment opportunity in all our employment programs and decisions. Discrimination in employment on the basis of any classification protected under federal, state, or local law is a violation of our policy. Equal employment opportunity is provided to all employees and applicants for employment without regard age, race, color, religion, creed, sex, gender identity, gender expression, transgender status, pregnancy, childbirth, medical conditions related to pregnancy or childbirth, sexual orientation, national origin, ancestry, ethnicity, citizenship, genetic information, marital status, military status, HIV/AIDS status, mental or physical disability, use of a guide or support animal because of blindness, deafness, or physical handicap, or any other legally protected basis under applicable federal, state, or local law. This policy applies to all terms and conditions of employment, including, but not limited to, recruitment and hiring, classification, placement, promotion, termination, reductions in force, recall, transfer, leaves of absences, compensation, and training. Any employees with questions or concerns about equal employment opportunities in the workplace are encouraged to bring these issues to the attention of Human Resources. The Company will not allow any form of retaliation against individuals who raise issues of equal employment opportunity. All Company employees are responsible for complying with the Company's Equal Opportunity Policy. Every employee is to treat all other employees equally and fairly. Violations of this policy may subject an employee to disciplinary action, up to and including termination of employment.