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Customer Care Specialist

2 months ago

San Antonio, Texas, United States Goosehead Insurance Agency Full time

About Goosehead Insurance Agency:

Since its inception in 2003, Goosehead Insurance Agency has been transforming the insurance landscape by empowering clients with choices, employing innovative marketing strategies, and providing exceptional service. Our success is driven by our commitment to hiring and retaining outstanding individuals. We prioritize the trust our clients place in us with their most valuable assets, making our hiring process highly selective.

Position Overview:

We are seeking a passionate and customer-oriented individual to fill the role of Licensed Insurance Service Agent. In this capacity, you will play a vital role in ensuring superior client experiences by offering comprehensive insurance services and assistance. This role demands a strong enthusiasm for client engagement, excellent problem-solving abilities, and the capacity to excel in a dynamic environment. We provide extensive training over three months, opportunities for advancement from within, and a competitive compensation package that includes a salary, monthly bonuses, and annual raises.

Key Responsibilities:

Your primary responsibility will be to deliver personalized, high-quality service over the phone while managing policy servicing tasks for diverse and complex account portfolios. You will need to demonstrate conflict resolution skills, expert de-escalation techniques, and proficient technological capabilities to meet the high standards of care our clients expect. Familiarity with navigating various carrier websites, Salesforce CRM, SMS, and other omnichannel tools will be essential.

As part of your team, you will focus on key performance indicators such as Net Promoter Score (a metric based on client willingness to recommend our products and services), productivity levels, client retention rates, adherence to schedules, and achieving same-day resolutions. Success in this role will require professionalism, punctuality, motivation, reliability, self-direction, and teamwork. Our workplace thrives on meritocracy and innovation, as we continuously strive for excellence in a changing environment.

Attributes of a Successful Service Agent:

  • Passion for Customer Service
  • Goal-Oriented and Driven
  • Resilience and Perseverance
  • Exceptional Problem-Solving Skills
  • Professional Communication Skills
  • Positive Attitude and Enthusiasm
  • Accountability for Results
  • Competitive Spirit

Qualifications:

  • No prior insurance experience necessary
  • A minimum of one year in a customer service role
  • Legally authorized to work in the United States
  • Must pass the state licensing exam (General Lines) before starting

Benefits:

  • 401k Plan
  • Employee Stock Purchase Program
  • Paid Time Off
  • Comprehensive Insurance Benefits
  • Rapidly Growing Organization with Internal Promotion Opportunities

Work Environment and Physical Requirements:

  • This role requires frequent keyboarding and the use of hands for various tasks. Specific vision abilities necessary for this position include close vision and the ability to adjust focus. Daily responsibilities involve using a headset for phone communication. You may spend up to eight hours a day seated, with occasional movement throughout the office. Regular communication via Microsoft Teams, email, and telephone is expected. This is an in-office position, and occasional weekend work may be required.

Equal Employment Opportunity

Goosehead Insurance Agency is an equal opportunity employer and adheres to all applicable federal, state, and local laws, regulations, and guidelines. We strictly prohibit unlawful discrimination against employees, applicants, or any other covered individuals based on 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 law. All employment decisions are made based solely on job-related factors, including qualifications, experience, performance, and availability.