We Insure, LLC. is an independent insurance franchise that takes immense pride in providing like-minded entrepreneurs with successful agency ownership. With more than 200 agency locations in 35 states, We Insure continues to grow rapidly and supports our agency owners, customers, and carriers by facilitating faster service, greater efficiencies, better choices, and improved bottom lines. What makes We Insure stand out: we are data-driven for better value and people-led for better service. And our leadership is seeking more highly motivated, career-driven people to help lead our efforts! We Insure has received countless awards including Jacksonville Business Journal's Best Places to Work and Fastest-Growing Private Companies, and Inc.'s 5000 Fastest Growing Companies. If you are looking for a long-term career in a supportive, goal-driven, growth environment with a company that believes in developing its people, We Insure is the right fit for you and we encourage you to apply today!Training program start date is June 24, 2024. This is a fully remote position.Job Summary: The customer service representative in the personal lines inbound department provides insurance service support to clients and we insure producers.Essential Job functions: Deliver quality customer service by answering inbound calls from clients and/or we insure producers for all personal lines insurance policies including (but not limited to) answering policy questions, endorsement changes, cancellation requests, policy payments/billing questions and providing requested documentationProcess written requests by customers, carriers and/or agents to service the customer's insurance policyDiagnose customer requests at a foundational level, provide solutions and use a structured thought process to achieve results while balancing customer needs with company/carrier guidelines.Effectively service all types of personal lines 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 needsMake outbound calls to complete customer or carrier insurance requestsDemonstrate 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, as set by department standardsPrioritize and manage workflow to ensure efficient, timely, and accurate processing of transactions while adhering to the standard operating proceduresAccurately document all transactionsAdditional responsibilities (marginal job functions):Collaborate in coaching conversations, side-by-side observations, and goal setting to meet individual and department standardsAttend regular process/refresher trainings, team trainings and meetings as requestedParticipate in individual development programs and required developmental action plansAssist in additional projects as requestedIdentify process changes to improve quality or efficienciesRequired:Bilingual (English and Spanish) language skills requiredMinimum of 2 years customer service experienceMinimum of 1 - 2 years call center experience answering a high volume of calls adhering to call center metricsMust demonstrate excellent customer service skills, the ability to manage a high volume of calls, and effectively troubleshoot difficult calls/situationsEffectively communicate both orally and in written form, including the ability to clearly articulate, interpret and summarize information to present to a customerAbility to multi-task (effectively processing tasks in-between calls, ability to talk and type simultaneously)Ability to type at least 45 words per minute (WPM)Excellent attention to detailAbility to work independently and with a remote working teamMust have proven reliability and dependabilityStrong ethical values and integrityExperience working with Microsoft products including outlook and excelMust have a distraction-free environment/office space within which to carry out daily work functionsPreferred:Valid 2044 or 2-20 Property and Casualty Insurance licenseExperience working within personal lines insurance industry and in an inbound call center environmentExperience working in an independent agency environment including navigating multiple carrier platforms, rating systems, and management systemsDisclaimer: This job description is intended to describe the general nature and level of the work being performed by employees in this job. It is not intended to be an all-inclusive list of the duties and responsibilities of the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job and has the right to revise the job description at any time#LI-RF1#LI-Remoted#WeInsureWhy join the We Insure Team? The We Insure Difference:Medical, Dental, Vision, Life, Pet; Flexible Spending AccountCompetitive Salaries401K Match Work-Life Balance: Personal Days, PTO Days, 12 Paid Holidays, Two Paid Days for Volunteer Service, Paid Parental LeaveShort and Long-Term DisabilityEmployee Support Programs, Including Mental HealthTuition Reimbursement Matching Charitable Gift ProgramLucrative Referral ProgramCommuter BenefitsFlexibility: Remote and Hybrid Opportunities AvailableThis position is not able to be performed in California, Colorado, New York or Washington. #P6InsurTech