What are the responsibilities and job description for the Customer Service Representative position at GAINSCO Auto Insurance®?
Are You Driven?® We Are.
We are a company of driven, enthusiastic, and determined people. We celebrate achievement and success. We foster innovation, determination, and recognition. Because of that, our employees feel recognized and rewarded for the contributions they make daily. At GAINSCO, it is our people that set us apart.
If you are looking for a place where you can make a difference, understand how your work impacts the company, and be recognized for your efforts and passion, then GAINSCO is the company for you.
Why Join GAINSCO?
GAINSCO’s work environment rewards engaged individuals who have a desire to contribute and succeed. That’s because our culture encourages individuals to grow their skills as they build their careers. Come join us and become a Champion with GAINSCO.
We are seeking an energetic and service driven Customer Service Representative to join our dynamic team. The CSR receives inbound phone calls and is responsible for providing our policyholders and agents with excellent customer service by addressing inquiries, resolving issues, or escalating calls to management. This role involves actively listening, understanding needs, and delivering accurate information in a timely manner.
What does a CUSTOMER SERVICE REPRESENTATIVE do?
- Receive inbound phone calls primarily from customers in the Independent Agent, State Farm, or GAIA channels.
- Assist agents in the Independent Agent channel.
- Efficiently and effectively handle policy inquiries, billing inquiries, payments, policy changes, policy reinstatements, and customer concerns and complaints.
- Navigate conversations without a strict script, using guidelines, product and system knowledge, and interpersonal skills.
- Utilize proper call answering, call-holding, and note documentation practices.
- Employ active listening, decision support tools, problem-solving, empathy, and clear communication to handle calls effectively.
- Strive for first-call resolution by providing accurate answers and instructions and performing necessary policy tasks correctly.
- Use provided resources and knowledge base per departmental guidelines, request assistance when necessary, and escalate calls when appropriate.
Training:
- 3 Weeks in office training hours: 8:00-5:00.
- After training through the first 90 days schedule may vary based on business needs between 7:30 am-6:30pm
- Hybrid schedule offered: WFH: 2 days, In office: 3 days Tuesday, Wednesday, Thursday.
- Weekend rotation on Saturdays WFH: 2 Saturdays a month with work hours being 9:00-3:00. You will have a weekday off following the Saturday shift.
What is required?
Education:
- High School Diploma or Equivalent
Experience:
- Minimum of 2 years of experience as a Representative in a Call Center.
- Alternatively, 2 years of insurance agency experience in a Sales or Service role.
Other skills and abilities:
- Strong interpersonal and communication skills.
- Ability to handle calls efficiently and effectively.
- Proficiency in using decision support tools and knowledge bases.
- Empathy and problem-solving skills.
- Ability to work independently and as part of a team.
Training:
- 4 Weeks in office training hours: 8:00-5:00.
- After training through the first 90 days schedule may vary based on business needs between 8:00am-6:00pm
- Hybrid schedule offered: WFH: 2 days, In office: 3 days.
- Rotation basis: Saturday pending for future scheduling.
- After 90 days- Hybrid: WFH- 3 days, In office 2 days.
What else do you need to know?
- Hybrid role
- Excellent benefits package medical & dental, vision insurance, life insurance, short term and long-term disability insurance.
- Parental Leave Policy.
- 401K Company Match.
- PTO Paid Company determined Holidays.
- PTO Plan Paid Company determined Holidays.
**Applicants are required to be eligible to lawfully work in the U.S. immediately; employer will not sponsor applicants for U.S. work authorization (e.g. H-1B visa) for this opportunity**
All offers are contingent upon a successful background investigation (including employment, education, criminal and DMV verification- when applicable) and a pre-employment drug test with results satisfactory to GAINSCO.
GAINSCO is an Equal Employment Opportunity Employer
