Customer Service Representative

Role Overview

• Deliver superior customer service to independent agents and insureds by responding promptly to inbound calls regarding Texas personal auto policies
• Build rapport and actively listen to our agents’ requests and inquiries
• Accurately process policyholder transactions within established time standards
• Apply underwriting guidelines and procedures while interacting with agents and insureds
• Understand and explain billing systems as they relate to policy coverage and premium impact
• Utilize technical systems efficiently for accurate policy and billing support
• Manage time effectively to meet department service level goals and improve customer satisfaction
• Provide confident, clear, and accurate information to customers
• Continuously develop and maintain knowledge of products, procedures, and technical systems
• Perform additional duties as assigned

Requirements

• Bilingual
• Strong attention to detail
• Excellent verbal, written, and active listening skills
• Customer-focused mindset with a passion for helping and connecting with people
• Problem-solving abilities with a drive to take ownership and resolve issues
• Ability to adapt quickly to change in a fast-paced environment
• Creative thinking and ability to find unique solutions to challenges
• Strong multitasking skills using various technologies, including phone systems and customer databases
• Team player with a positive and professional attitude
• Previous insurance customer service experience preferred
• High school diploma or equivalent required; post-secondary education a plus
• Experience working in a fast-paced, customer service-based environment
• Familiarity with personal auto insurance policies and billing systems is a plus.