Customer Care Rep

Company Overview
FOCUS provides cloud-based, core administration solutions (FOCUS Tech) and services (FOCUS Insurance Services) for P&C insurance companies and MGAs. Using decades of industry experience, FOCUS is taking the risk out of insurtech for small, mid-size, and growth-focused insurance organizations.

When you join FOCUS, you immediately become one of our most valued components – and we're committed to investing in you. That means you can look beyond the paycheck and excellent benefits to an environment that will help you grow and achieve your professional goals through development and advancement opportunities and the support of our outstanding leaders and teammates.

Training Start Date:
November 17, 2025

Compensation:
$16.40 per hour with potential quarterly bonuses based on performance. Training is paid.

Remote:
This role is fully remote, and company equipment will be provided.

Time Off:
No time off will be approved during the first 90 days, ending Monday, February 16, 2026.

Job Summary:
Provide exceptional customer service utilizing the telephone; responding to the questions and concerns of client's policyholders and insurance agents.

Duties/Responsibilities:

• Effectively respond via telephone to concerns of both internal and external customers
• Model ethical behavior and execute job responsibilities in accordance with client training, standards and information protection policies
• Utilize multiple processing systems which include accessing tools and resources within client's platform.
• Perform specialized functions and projects in accordance with departmental rules and regulations
• Act as the caller's advocate via the telephone to ensure the caller's concerns are addressed
• Take ownership of each call, handling it until a resolution is reached, which includes follow-up, as necessary to ensure that the actions promised to the caller are completed.
• Gather, organize and forward information to other areas for consideration
• Process changes within approved authority level and perform transactions according to the latest corporate standards, manual rates, guidelines and procedures

Required Skills/Abilities:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Excellent telephone and verbal communication skills
• Ability to obtain, organize and present information and ability to handle multiple tasks as assigned
• Working knowledge of production systems

Education and/or Experience:

• One (1) to two (2) years of customer service experience; or equivalent combination of education and experience.

Computer Technical Skills:

• E-mail: Open your Outlook/Gmail. Start an E-mail, attach a document to the E-mail.
• Browser: Open an internet browser, save a page as your favorite, open another browser, minimize the browser.
• Communication: Open Teams, share your screen, minimize Teams.

Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements:
While performing the duties of this job, the employee is frequently required to stand; walk; talk and hear over the telephone; sit for extended periods of time; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds.

Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Why join the FOCUS Team?

The FOCUS Difference:

• Medical, Dental, Vision, Life, Pet; Flexible Spending Account
• Competitive Salaries
• 401K Match
• Work-Life Balance: Personal Days, PTO Days, 12 Paid Holidays, Two Paid Days for Volunteer Service, Paid Parental Leave
• Short and Long-Term Disability
• Employee Support Programs, Including Mental Health
• Tuition Reimbursement
• Matching Charitable Gift Program
• Lucrative Referral Program
• Commuter Benefits
• Flexibility: Remote and Hybrid Opportunities Available

This position is not able to be performed in California, Colorado, New York or Washington.
EEO
Team Focus Insurance Group is an equal opportunity employer that does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, marital status, or any other protected characteristic. Our hiring practices ensure that all qualified applicants receive fair consideration without regard to these characteristics.
Disability
Team Focus Insurance Group is committed to creating an inclusive and accessible workplace for all candidates, including those with disabilities. We are dedicated to ensuring equal employment opportunities and providing reasonable accommodations to qualified individuals with disabilities. If you require reasonable accommodations to participate in the application or interview process, please contact our HR department at We will work with you to provide the necessary accommodations to ensure your full participation in our hiring process.
Note to applicant: It is unlawful in Massachusetts and Maryland to require or administer a lie detector test as a condition of employment or continued employment. Please know that our company does not use lie detector tests in our hiring process.