What are the responsibilities and job description for the Customer Service Representative- Licensed position at GAINSCO?
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 on a daily basis. At GAINSCO, It is our people that set us apart.
If you are looking for a place where you can make a difference, perceive 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 results-driven Customer Service Representative to join our dynamic team They receive inbound phone calls and are 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 an CUSTOMER SERVICE REPRESENTATIVE do at GAINSCO?
- Receive inbound phone calls primarily from GAIA and designated IA customers when policy conversations and actions require a Property and Casualty License.
- Serve as a backup to answer agent and customer calls as needed.
- 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.
What is required?
Education :
License / Certification :
Upon hire, additional license(s) may be required. If that is the case, license(s) must be obtained.
Experience :
Other skills and abilities :
Training :
After training through the first 90 days schedule may vary based on business needs between 8 : 00am-6 : 00pm
What else do you need to know?
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
