Talent Network: Customer Experience Representative

Who We Are

At We Insure Group, we are passionate, driven, and purposeful in our mission to personalize protection at the right value. We believe in delivering tailored insurance solutions that meet each client’s unique needs, ensuring they feel confident and supported in every decision.

As both a franchise platform and direct insurance provider, We Insure empowers like-minded entrepreneurs with the opportunity to own and operate successful agencies. With over 200 locations across 35 states, we support our agency owners, customers, and carrier partners by enabling faster service, greater efficiency, better choices, and improved results.

What sets us apart? We’re data-driven for better value and people led for better service. Our purpose is rooted in clarity, guidance, and long-term trust helping individuals and business owners make informed choices about their insurance coverage. We're building something meaningful and looking for purpose-driven individuals to help lead the way.

As a Customer Experience Specialist at We Insure, responsible for delivering exceptional insurance service support to policyholders, producers, lenders and designated contacts. This role involves managing inbound calls, engaging in chat communication, and efficiently handling task work, which may include outbound calls.

This is a full-time, onsite position based in our Austin, TX office.

• Deliver quality customer service by answering inbound calls from clients and/or We Insure producers for insurance policies including answering policy questions, cancellation requests, policy payments/billing questions and providing requested documentation.
• Process written requests by customers, carriers and/or agents to insurance policies effectively.
• Diagnose and resolve requests with a structured approach, balancing agent needs with company and carrier guidelines.
• Effectively service all types of policies including auto, home/renters, umbrella, flood, recreational vehicles, etc.
• Ability to navigate multiple carrier platforms in an independent insurance environment (working with over 100 carrier partnerships) and determine carrier guidelines/procedures to accurately process or communicate servicing needs.
• Make outbound calls to complete customer or carrier insurance requests when required.
• Demonstrate accuracy in processing client modifications based on given data.
• Manage call metrics which include call quality, average handle time, availability, hold times, task per hours, etc., as set by department standards.
• Prioritize and manage workflow to ensure efficient, timely, and accurate processing of transactions while adhering to the standard operating procedures.
• Accurately document all transactions.
• Assist in retention and cross selling with We Insure customers/policy holders.

• Participate in weekly coaching conversations, side by side observations, and goal setting to meet individual and department standards.
• Attend regular process/refresher trainings, team trainings and meetings as requested.
• Participate in individual development programs and required developmental action plans.
• Assist in additional projects as requested.
• Identify process changes to improve quality or efficiencies.

• Proven ability to manage high call volumes, resolve issues efficiently, and deliver exceptional customer experiences.
• Strong verbal and written communication skills, with the ability to clearly explain, interpret, and summarize information for policyholders, agents, and producers.
• Skilled at multitasking, speaking, typing, and navigating multiple systems while maintaining professionalism and empathy.
• Demonstrates a high level of accuracy, thoroughness, and consistency in all service interactions.
• Works effectively both independently and collaboratively in onsite or remote environments.

• Experienced in CRM, AMS, Telephony, and collaboration tools such as Microsoft 365 Suite, Teams, and Slack.
• Ability to type a minimum of 45 words per minute.
• Adapts quickly to new technology platforms and system updates.
• Leverages technology to improve efficiency, communication, and customer outcomes.

• Consistently meets or exceeds key performance goals, including handle time, quality assurance, attendance, and customer satisfaction.
• Demonstrates reliability through strong schedule adherence and dependability in meeting work commitments.
• Uses feedback and performance data to identify trends and drive continuous improvement.
• Maintains focus and composure under pressure while meeting daily performance standards.
• Actively contributes to team success by sharing insights and supporting process improvement.

• Upholds high ethical standards and integrity in all professional interactions.
• Demonstrates accountability, reliability, and ownership in daily responsibilities.
• Welcomes feedback and is committed to continuous learning and development.
• Maintains a positive, proactive mindset in a…