Talent Network: Customer Experience Representative

Position: Join Our Talent Network: Customer Experience Representative
## Join Our Talent Network:
Customer Experience Representative
* Deliver quality customer service by answering inbound calls from clients and/or We Insure producers for insurance policies including *(but not limited to) answering policy questions, cancellation requests, policy payments/billing questions and providing requested documentation, etc.
** 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 (but are not limited to) 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.
* 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.
* 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 fast-paced, evolving environment.
* This role is performed in a collaborative, professional office setting designed to support focus, comfort, and teamwork.
* Full-time, onsite position located in our Austin office.
* Primarily desk based within a climate controlled workspace.
* Adjustable sit to stand desks and ergonomic equipment provided.
* Experience with in the insurance industry.
* Familiarity with multiple insurance carrier platforms.
* High school diploma or equivalent required.
* Minimum of 2 years of customer service experience.
* Minimum of 1-2 years in a high-volume call center environment meeting defined performance metrics.
* We’re a leader in the space. We foster ongoing innovation. You get all the benefits of a growing and fast-paced company, while enjoying a very entrepreneurial culture.
* The team is really motivating. You’ll work with people who are as energetic, smart, and determined as you are. You’ll be managed by the best, too.
* Your work will be immediately impactful. You’ll be able to see your direct impact on our growth. You won’t be just another cog in the wheel.
* We embrace change. This is not where you'll find ‘predictable’. Our team wears many hats and has to go with the flow to deliver on our goals and get the job done.
* We are a team of collaborators. We work together to ensure the best possible solutions for our internal teams. It is common for us to get outside our swim lanes.
* Our environment provides…