Customer Service Representative, Atlanta

About the role

At a glance: Atlanta, on site, Monday to Friday * Early shift (8 AM to 4:30 PM Eastern) or late shift (12:30 to 9 PM Eastern) * $23 to $28 an hour, overtime-eligible, plus a quarterly bonus * No insurance experience needed * We pay for your license; licensed teammates earn $70K to $85K

Harper is an AI-native commercial insurance brokerage, backed by Y Combinator, with offices in San Francisco and Atlanta. We do the insurance work end to end for about 1,000 new small businesses a month, with agents and people working the same accounts.

Role in One Line

Pick up the call, find out what is actually true, and keep ownership until the customer’s problem is solved.

A contractor needs a certificate before he can walk onto a job site this morning. A restaurant owner’s payment failed and she does not know why. A trucker thinks his policy change went through last week, and it did not. Small business owners are used to their insurance broker never calling back. You are the reason ours do.

Why Now

We are opening our Atlanta customer operations floor. Our team takes hundreds of calls a day, plus portal requests and email, and a quarter to a third of the calls are certificate requests. Too many are customers calling back because nobody called them. Our tools pull up the account and draft the follow-up before you say hello. What is left needs a person, and you will be in the first Atlanta cohorts.

What You Own

• Inbound calls, with judgment. Understand the real request, explain the next step in plain language, and tell the customer who owns it and when they will hear back. Then keep that promise.
• The outbound list, to zero. Payments, documents, renewals and at-risk cancellations. Standard follow-ups get three attempts over three days; a payment issue gets up to seven touches by phone, text and email.
• Simple fixes, on the call. Resend a payment link, send a copy of an existing certificate, give a policy number. Anything that changes a policy goes to a licensed teammate.
• Urgency. Spot the call that could stop a customer from working today and escalate it before it does. The oldest urgent item comes before the newest one.
• A clean record. Notes, status, owner, next action and promised update on every open request. If it is not on the record, it did not happen.
• The advice line. Coverage and quoting questions go to a licensed teammate. You never guess.

What Done Means

• The customer knows what is true, who owns the next step, and when they will hear back, and that promise is kept.
• Getting someone off the phone is not de-escalation. Telling them the truth and what happens next is.
• Your list is empty at the end of the shift, and nobody has to ask the customer twice.

Your First 90 Days

• Week 1: four days of training, then a short certification. Nobody touches a live account before passing.
• Week 2: on the live queue with an experienced teammate checking your work.
• By day 60: you have sat the Georgia property and casualty exam, on paid study time.
• By day 90: you teach the next cohort one thing you learned.

Who Thrives Here

• You have worked a high-volume, people-facing job: a call center, dispatch, collections, a front desk, a restaurant or a store. Or you have not, and everyone who knows you is sure you would be good at it.
• When a caller is angry, you get calmer.
• You can talk, type and keep a list of 80 calls straight at the same time.
• You show up on time, every time.
• Spanish is a big plus, and it pays more.

What We Teach, What You Bring

We teach the insurance, the systems, the playbooks and the vocabulary, and we pay for your license. You bring learning speed, warmth under pressure, and something you taught yourself that you can tell us about.

Who Should Not Apply

• You think a transfer counts as solving the problem.
• You would rather guess than say “let me find out.”
• You want a remote or hybrid job.

Pay, Schedule and Place

• $23 an hour to start, $25 after certification, up to $28 with prior call-center or insurance experience. Full time, overtime-eligible, plus a quarterly bonus for quality and follow-through.
• Spanish speakers earn $2 more an hour. The late shift pays $1.50 more an hour.
• Licensed teammates earn $70K to $85K. After that the path runs to senior operator, team lead, insurance specialist, or the team that builds our AI tools.
• In the Atlanta office Monday to Friday, on one fixed shift. This job is the phone: back-to-back calls and long outbound lists, all shift.

Benefits

• Health, dental and vision.
• Meals at the office.
• Parking or commuter support.
• We pay for your property and casualty license and give you study time; in Georgia that is a 16-hour course and an exam you can take in English or Spanish.

How We Hire (Usually One Week)

• Apply with the short task below. We review every day and reply within 48 hours.
• A 30-minute call with the team.
• Two hours in the Atlanta office on practice calls and practice records. We tell you the decision the same day.

How to Apply (About 15 Minutes)

Send your resume and answer two of these the way you would say them to the customer on the phone. We are listening for clarity and warmth, not insurance knowledge.

• “My card got declined. Am I still covered?”
• “I need a certificate for a job tomorrow at 7 AM. Can you do it today?”
• “Why did my bill go up? Nobody told me.”