Contact Center Representative
About The Position
PHP Agency is seeking energetic, service-minded professionals to join their team as Contact Center Representatives. In this role, you will be the voice of a nationally recognized financial services organization, supporting agents across the country. The position is located in a modern, collaborative workplace in the iconic Fountain Place skyscraper in Downtown Dallas, TX. This role involves managing high-volume inbound and outbound calls, emails, chats, and transfers, providing accurate and timely support for insurance-related inquiries, navigating multiple systems and carrier websites, and collaborating with internal teams to ensure a seamless customer experience.
Requirements
- Bilingual fluency in English and Spanish
- Exceptional verbal and written communication skills
- Strong listening skills and a customer-first mindset
- Ability to build trust and rapport quickly
- Professional, patient, and empathetic approach
- Strong organizational and time-management abilities
- Ability to adapt and thrive in a fast-paced setting
- Comfortable learning new technologies and systems
- 1–2 years of experience in a call center environment or working with multi-line phone systems
- Strong troubleshooting and problem-solving skills
Nice To Haves
- Previous experience in customer service, contact center support, financial services, or insurance is a plus
Responsibilities
- Respond to agent and customer inquiries accurately, professionally, and efficiently across phone, email, chat, and transfer channels.
- Deliver exceptional service by using active listening, empathy, and sound judgment to resolve questions and concerns.
- Assist with account inquiries, website navigation, product information, service needs, and other insurance-related support requests.
- Research and document interactions accurately while maintaining updated customer and account information.
- Use internal systems and carrier websites to research information, troubleshoot issues, and provide timely resolutions.
- Communicate company updates, product and service information, and policy changes clearly and consistently.
- Collaborate with New Business, Commissions, Annuities, and other internal teams to identify solutions and support a seamless customer experience.
- Support team training, onboarding, and continuous improvement efforts as needed.
Benefits
- Paid onsite garage parking
- Fully subsidized DART rail access
- Opportunities to grow within a rapidly expanding national company
- Collaborative team culture that values service, accountability, and innovation
- Competitive compensation package
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
