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GAINSCO · 1 day ago

Bilingual Customer Service Representative

DFW Metroplex

Full-time

Hybrid

Entry, Mid Level

2+ years exp

GAINSCO is a company that values driven and enthusiastic individuals, fostering a culture of recognition and growth. They are seeking a Bilingual Customer Service Representative to provide excellent service to policyholders and agents by addressing inquiries and resolving issues effectively.

Auto Insurance

No H1B

Responsibilities

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 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

Qualification

BilingualCall Center ExperienceDecision Support ToolsKnowledge Base ProficiencyEmpathyInterpersonal SkillsCommunication SkillsProblem-Solving Skills

Required

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 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

Applicants are required to be eligible to lawfully work in the U.S. immediately; employer will not sponsor applicants for U.S. work authorization (e.g. H-1B visa) for this opportunity

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

Benefits

Excellent benefits package medical & dental, vision insurance, life insurance, short term and long-term disability insurance.

Parental Leave Policy.

401K + Company Match.

PTO + Paid Company determined Holidays.

Company

GAINSCO

GAINSCO Auto Insurance® is a property and casualty insurance company concentrating on the non-standard personal auto insurance market, specializing in minimum-limits personal auto insurance.

Founded in 1978

Dallas, Texas, USA

501-1000 employees