Customer Service Representative- Bilingual

GAINSCO•Richardson, TX

2d•Hybrid

About The Position

GAINSCO, founded in 1978, specializes in property and casualty insurance, particularly non-standard personal auto policies, making insurance accessible to a broader market. Following its acquisition in 2020, GAINSCO has strengthened its position in the personal auto industry. The company is committed to supporting employee professional growth and long-term success. GAINSCO fosters a team environment driven by passion, creativity, and excellence, where contributions are valued and achievements are recognized. The company is seeking an energetic and service-driven Customer Service Representative to join its dynamic team. This role involves receiving inbound phone calls and providing policyholders and agents with excellent customer service by addressing inquiries, resolving issues, or escalating calls to management. The position requires active listening, understanding customer needs, and delivering accurate information in a timely manner.

Requirements

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.
Eligible to lawfully work in the U.S. immediately; employer will not sponsor applicants for U.S. work authorization.
Successful background investigation (including employment, education, criminal and DMV verification- when applicable) and a pre-employment drug test.

Nice To Haves

Spanish Bilingual

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 using guidelines, product and system knowledge, and interpersonal skills, rather than a strict script.
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.