Customer Service Representative

Horace Mann•Plano, TX

19h•Hybrid

About The Position

At Horace Mann, we are committed to delivering exceptional service to educators and the communities they serve. We are seeking a motivated and customer-focused Customer Service Representative to join our team. In this role, you will be the voice of Horace Mann, providing timely, accurate, and compassionate support to customers through phone and email interactions. This is an opportunity to grow your career if you enjoy helping others, solving problems, and working in a collaborative environment. The role is in-office in Plano, TX, with the ability to work hybrid once training is complete. Horace Mann believes in supporting educators and you will play an important role in delivering on that mission by providing meaningful support and building lasting relationships with customers. Join a team that values service, collaboration, and growth. Horace Mann was founded in 1945 by two Springfield, Illinois, teachers to provide quality, affordable auto insurance for teachers. The mission has since broadened to helping all educators protect what they have today and prepare for a successful tomorrow. The company serves more than 4,100 school districts nationwide, is publicly traded on the New York Stock Exchange (symbol: HMN), and has more than $12 billion in assets. Horace Mann helps educators identify their financial goals and develop plans to achieve them, including insurance and financial products, with tailored offerings like special rates and benefits for educators.

Requirements

High School Diploma or GED required.
Strong communication skills, both verbal and written.
Ability to handle multiple tasks and work in a fast-paced environment.
Basic computer proficiency and comfort working with customer systems.

Nice To Haves

6–12 months of customer service experience preferred.

Responsibilities

Provide exceptional customer service through inbound and outbound calls, as well as email communication.
Answer incoming calls within the Customer Service queue and respond to inquiries promptly and professionally.
Resolve customer service issues efficiently, ensuring a positive experience for every interaction.
Provide accurate and timely information aligned with customer needs and company guidelines.
Identify and resolve customer concerns through effective problem-solving and follow-up.
Document all customer interactions for tracking and resolution purposes.
Monitor open items to ensure issues are resolved completely and within service expectations.
Maintain a strong understanding of company products, systems, policies, and procedures.
Collaborate with internal departments to resolve customer issues and improve service outcomes.
Participate in training and development opportunities to expand knowledge and skills.
Maintain 90% quality and schedule adherence standards.
Demonstrate proficiency in Customer Service responsibilities, with opportunities to expand into Agent Support training.
Contribute to a positive team environment focused on delivering high-quality service.