What are the responsibilities and job description for the Call Center Staff position at La Familia Insurance?
Call Center Staff is responsible for delivering exceptional service to clients while selling auto insurance policies. This role ensures customer needs are met through effective communication, accurate policy management, and proactive problem-solving. Representatives also support office operations by handling payments, maintaining records, and ensuring compliance with company policies. By combining customer care, sales, and operational responsibilities, this position directly contributes to customer satisfaction, retention, and the overall growth of La Familia Auto Insurance.
Duties and responsibilities
Provide excellent customer service by answering all customers' calls in a professional and courteous manner.- Sell and service insurance policies based on customer needs and requests, following all company policies and guidelines
- Identify opportunities to upsell or cross-sell based on customer needs
- Handle customer documentation and maintain accurate policy records (IE, uploads, underwriting processes, photos).
- Verify coverage for customers, confirm policy changes, and provide proof of insurance documents to customers.
- Troubleshoot customer issues, resolve them quickly, and work to build and maintain strong customer relationships.
- Ensure company policies are followed and sales requirements are met daily, weekly, and monthly to ensure commission opportunities are met.
- Process payments, reconcile daily cash/credit card transactions, and make timely bank deposits following the company’s cash handling policy.
- Make outbound calls for payment reminders, promotions, marketing campaigns and cold calling.
- Maintain office cleanliness and organization, including basic cleaning of desk, glass, and trash removal.
- Obtain and maintain all required licenses and certifications
- Miscellaneous
Qualifications
Must be at least 18 years old
- High school diploma or equivalent
- Bilingual in Spanish preferred
- Strong customer service and communication skills
- Ability to actively listen
- Expert attention to detail
- A courteous and professional demeanor
- Comfortable with utilizing technology and strong computer skills.
- Ability to multitask
- Prior experience with in-person customer service and phone-based, ideally with a sales component
- Motivated to sell and meet individual customer needs.
- Ability to work well in a team environment, maintaining a professional and respectful demeanor at all times.
- Must be authorized to work in the United States. La Familia follows all State and Federal laws.
- Willing to submit to a background screening. Required to be Licensed by the Texas Department of Insurance.
- Sales or insurance experience preferred.
- Available to work Monday through Saturday, 9 - 7:30, and rotating Sunday 11-5
Continuous education required: on-site training, workshops, coaching 1:1s.
Monday - Saturday 9:00AM-7:00PM