Customer Service Representative- Bilingual

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Bilingual Customer Service Representative role at GAINSCO
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We are a company of driven, enthusiastic, and determined people who celebrate achievement and success. We foster innovation, determination, and recognition. At GAINSCO, our employees feel recognized and rewarded for the contributions they make daily, and it is our people that set us apart.

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.

• 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 firstfresh‑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.

• High School Diploma or Equivalent.
• 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.
• 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.

• 6 Weeks of training:
  Work hours are 8‑5 pm.
• Weeks 1–3:
  In‑office.
• Weeks 4–6:
  Hybrid schedule.
• Work From Home: 2 days per week.
• In‑office:
  Tuesday, Wednesday, and Thursday.
• After training, the first 90‑day schedule may vary based on business needs between 7:30 am‑6:30 pm.
• Weekend rotation: 2 Saturdays a month.
• The shift work hours are 9:00 amови‑1 pm WFH.
• Saturday hours may change in the future based on business needs.
• A weekday off will be provided prior to the Saturday shift.

• Company‑issued laptop and power cord.
• Additional equipment expected from employee:
• Two monitors.
• Keyboard.
• Mouse.
• Equipment is reimbursed after 90 days of employment.
• If equipment is not available by Week 4 of training, employee will be expected to work in the office full‑time until requirements are met.

• Hybrid role.
• Excellent benefits package: medical & dental, vision insurance, life insurance, short‑term and long‑term disability insurance.
• Parental Leave Policy.
• 401 K with Company Match.
• PTO + Paid Company Holidays.
• Applicants must be eligible to lawfully work in the U.S. immediately; employer will not sponsor for U.S. work authorization (e.g., H‑1B).

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.