Customer Experience Specialist at Insight Global in Richmond, Virginia

Customer Experience Specialist

Insight Global is hiring passionate Customer Experience Specialists to join a travel insurance client's growing Richmond team starting June 22nd.
This is a direct placement engagement that will be hybrid 3 days onsite per week. Candidates must be comfortable working alternate shifts (Standard - 9 - 5, Mid - 1 PM - 9 PM, Evening - 5 PM - 1 AM), and occasional weekend shifts.
This role is critical to delivering a fast, empathetic, and high-quality experience for customers traveling both domestically and internationally. You'll work in a collaborative, fast-paced environment where customer service excellence is the priority. This is a permanent opportunity, but candidates are paid on an hourly basis based on the shifts they work. The rates are fixed depending on shift between $18.50-$20 an hour.
Key responsibilities include:
Deliver exceptional, customer-first service with speed, empathy, and professionalism
Handle inbound calls, emails, and chat inquiries from U.S. travelers
Provide real-time support for travel needs and emergency situations
Coordinate with travel and medical providers as needed
Track and monitor travel-related updates and information
Resolve customer concerns efficiently and professionally
Manage multiple communication channels at once
Partner with internal teams to solve customer issues and improve processes
Required skills and experience include:
Experience in customer service or call center environments
Strong time management and organizational skills