Contact Center Associate

Great West Casualty Company • South Sioux City, NE

44d • Hybrid

About The Position

Great West is seeking a professional, customer-focused Call Center Associate to serve as the first point of contact for individuals calling our organization. In this role, you will answer inbound calls, assess the caller's needs, and efficiently route calls to the appropriate department or team member while delivering an exceptional customer experience. This is an excellent opportunity for someone who enjoys helping people, has strong communication skills, and thrives in a fast-paced environment. The ideal candidate is comfortable spending the majority of the workday on the phone, managing multiple tasks, and representing Great West with professionalism and courtesy on every interaction.

Requirements

• Outstanding verbal communication and active listening skills.
• Friendly, professional, and customer-focused telephone presence.
• Strong customer service mindset with a genuine desire to help others.
• Ability to remain calm, courteous, and professional in challenging situations.
• Excellent multitasking and organizational skills.
• Strong attention to detail and accuracy.
• Ability to learn company processes, departments, and resources quickly.
• Dependability and strong attendance record.
• Ability to work independently while contributing to a team environment.
• Comfort spending the majority of the workday on the phone.
• Strong problem-solving skills and ability to think quickly while assisting callers.
• Positive attitude and commitment to delivering a high-quality customer experience.

Nice To Haves

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• Previous call center, receptionist, customer service, administrative, or office experience preferred.
• Proficiency in Microsoft Office, including Outlook, Word, and Excel.
• Strong computer, data entry, and keyboarding skills.
• Experience working with multi-line phone systems is preferred.
• Ability to navigate multiple software applications while speaking with customers.
• Experience working in a fast-paced, customer-facing environment is a plus.

Responsibilities

• Answering all inbound calls received by Great West Casualty Company in a professional, friendly, and timely manner.
• Identifying caller needs and directing calls to the appropriate department or individual.
• Providing basic information and assistance while ensuring customers receive prompt service.
• Managing high call volumes while maintaining a positive and professional demeanor.
• Accurately complete quote forms, complete certificates of insurance, and/or contact insured to underwriters when a driver needs to be added to a policy.
• Assisting callers with general questions and navigating company resources.
• Monitoring call queues and prioritizing calls appropriately.
• Handling multiple phone lines and transferring calls efficiently.
• Utilizing company systems to locate information and support caller needs.
• Maintaining confidentiality while handling sensitive customer information.
• Providing exceptional customer service to internal and external customers.
• Supporting additional administrative and customer service functions as assigned.

Benefits

• Competitive compensation and benefits package.
• Paid time off and holiday pay.
• Opportunities for career growth and development.
• Supportive team environment.
• Training and ongoing professional development.
• The opportunity to make a positive impact by helping customers and business partners every day.
• Hybrid working environment: 3 days in the office and 2 days remote with some fully remote options pending working hours

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED