Call Center Customer Service Agent

3 months ago

orlando, United States Goosehead Insurance Agency Full time

About Goosehead:

Since 2003, Goosehead Insurance has been disrupting the insurance industry by giving clients the power of choice, utilizing a smarter marketing approach, and delivering world class service. This is all powered by our focus on hiring and retaining extraordinary people. Our clients trust us with their most valuable possessions so, we’re more than just a bit selective when it comes to hiring new team members.


Job Summary:

We are looking for a dedicated and customer-focused individual to join our team as a Licensed Insurance Service Agent. As a Service Agent, you will be crucial in delivering exceptional client experiences by providing comprehensive insurance services and support. This position requires a passion for client interaction, strong problem-solving skills, and the ability to thrive in a fast-paced environment. With a focus on performance-based metrics and professional growth, we offer extensive 3-month training, advancement opportunities as we promote within, and competitive compensation, including a salary, monthly bonus opportunities, and annual raise opportunities.


Principle Duties and Responsibilities:

You will provide un-scripted, white glove service over the phone with our clients while conducting policy servicing tasks for various complex account portfolios. Conflict resolution, expert de-escalation, and proficient technology skills are necessary to provide the required level of care that our clients deserve. You will be expected to learn how to navigate numerous carrier websites, Salesforce CRM, SMS, and other omnichannel functions.


With your team, you will focus on metrics such as Net Promoter Score (a survey-based metric derived from our client’s willingness to refer our products & services), productivity, client retention, schedule adherence, and same-day resolutions. Success on your team will require you to be professional, punctual, driven, dependable, self-motivated, and a team player. Meritocracy and innovation are abundant in our workforce as our drive for excellence is met with constant change for the better.


Qualities of a Service Agent:

· Passion for Customer Service

· Driven to Success

· Perseverance

· Excellent Problem Solver

· Professional Communication

· Positive and Enthusiastic

· Takes Ownership of Results

· Competitive Nature


Experience and Education:

· No Insurance Experience Required

· 1 year minimum of Customer Service Experience

· Legally authorized to work the United States

· Passing state licensing exam (General Lines) prior to start


Benefits:

· 401k

· Employee Stock Purchase Program

· Paid Time Off

· Full Insurance Benefit Opportunities

· Rapidly Growing Organization that Promotes from Within


Working Conditions/ Physical Demands:

  • Frequent keyboarding is required, using hands to finger, handle, or feel. Specific vision abilities this job requires include close vision and the ability to adjust focus. Daily tasks require using a headset to talk on the phone. You may spend up to 8 hours daily sitting and occasionally moving throughout the facility. Regular use of communicating via Microsoft Teams, email, and telephone. This is an in-office position. Weekend work will be required on occasion.


Equal Employment Opportunity

  • Goosehead is an equal opportunity employer and complies with all applicable federal, state, and local laws, rules, guidelines, and regulations. Goosehead strictly prohibits and does not tolerate unlawful discrimination against employees, applicants, or any other covered person because of race, color, religion, creed, national origin, ancestry, ethnicity, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender, gender identity, transgender status, age, physical or mental disability, veteran status, uniformed service, genetic information, or any other characteristic protected by applicable law. All applicants for employment and all Goosehead employees are given equal consideration based solely on job-related factors, such as qualifications, experience, performance, and availability.

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