Talent Network: Customer Experience Representative

Customer Experience Representative
· PEAK6
· Austin, TX office
· Full-time onsite

Join to apply for the Customer Experience Representative role  among the first 25 applicants.

We Insure Group is passionate, driven, and purposeful in our mission to personalize protection at the right value. We deliver 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 entrepreneurs to own and operate successful agencies. With over 200 locations across 35 states, we support agency owners, customers, and carrier partners by enabling faster service, greater efficiency, better choices, and improved results.

Our data‑driven, people‑led approach clarifies guidance and builds long‑term trust. We’re building something meaningful and looking for purpose‑driven individuals to help lead the way.

As a Customer Experience Specialist, you will deliver exceptional insurance service support to policyholders, producers, lenders and designated contacts. You will manage inbound calls, engage in chat communication, and handle task work, including outbound calls.

You will be based onsite in our Austin, TX office.

• Deliver quality customer service by answering inbound calls and/or chat from clients and/or producers for insurance policies (e.g., answer policy questions, cancellations, payments, billing, and documentation).
• Process written requests from customers, carriers, and agents to insurance policies effectively.
• Diagnose and resolve requests with a structured approach, balancing agent needs with company and carrier guidelines.
• Service all types of policies – auto, home/renters, umbrella, flood, recreational vehicles, etc.
• Navigate multiple carrier platforms in an independent insurance environment 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 (call quality, average handle time, availability, hold times, tasks per hour, etc.) as set by department standards.
• Prioritize and manage workflow to ensure efficient, timely, and accurate processing of transactions while adhering to standard operating procedures.
• Accurately document all transactions.
• Assist in retention and cross‑selling with customers/policy holders.

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

Customer Service

• Proven ability to manage high call volumes, resolve issues efficiently, and deliver exceptional customer experiences.
• Strong verbal and written communication skills, clearly explaining policyholder, agent, and producer information.
• Skilled at multitasking, speaking, typing, and navigating multiple systems while maintaining professionalism and empathy.
• High level of accuracy, thoroughness, and consistency in all service interactions.
• Works effectively both independently and collaboratively in onsite or remote environments.

Technical Proficiency

• Experienced with CRM, AMS, Telephony, and collaboration tools such as Microsoft 365, Teams, and Slack.
• Typing speed of at least 45 words per minute.
• Adapt quickly to new technology platforms and system updates.
• Leverages technology to improve efficiency, communication, and customer outcomes.

Performance & Metrics

• Consistently meets or exceeds key performance goals, including handle time, quality assurance, attendance, and customer satisfaction.
• Reliability through strong schedule adherence and dependability in meeting work commitments.
• Uses feedback and performance data to identify trends and drive continuous improvement.
• Maintains composure under…