Insurance Customer Service Representative

AAA•San Antonio, TX

1d•Remote

About The Position

Join Wawanesa’s Award-Winning Insurance Call Center Team! We’re looking for full-time Customer Service Representatives who are motivated, people-focused, and ready to make a difference. If you love helping others and thrive in a fast-paced environment, this is the perfect opportunity to grow your career with us! Wawanesa Insurance is a direct-to-consumer insurance company that provides auto and property insurance products in California and Oregon. We are committed to being there for our members when they need us most and supporting our communities. We’ve been serving our members since 1975 and have been recognized for our award-winning customer service. We are proud to be an affiliate of the Auto Club of Southern California (AAA), Wawanesa and AAA have shared values of service to our members, competitive pricing, and supporting our communities. We have an abundance of opportunities to learn, grow, and advance throughout our thriving organization. We are proud to offer employees the flexibility to work from home (remote). You may work in any state where Wawanesa currently operates in the U.S. or a state the company has the ability to run payroll. For more than a century, AAA has been synonymous with trust, dependability, quality, and innovation. It's our mission to provide our growing membership with the legendary service we are famous for, and we welcome committed professionals ready to challenge themselves in a dynamic industry. AAA would not exist without the millions of members who give us their loyalty, or our employees whose mission it is to give those members world-class service. We offer stability, growth, and a commitment to an exciting future for both employees and members.

Requirements

High School diploma or GED required
Strong computer, phone, typing, grammar, and multitasking skills.
Excellent customer service, active listening, and problem‑solving abilities.
Ability to balance efficiency and quality in a fast‑paced environment.
Strong attention to confidentiality and compliance with company guidelines.
Flexible to work extended hours, weekends, nights, and holidays.
Team‑oriented with positive communication and collaboration skills.
Property & Casualty or Personal Lines license required (or ability to obtain within 90 days; training and fees covered).
Spanish fluency required for bilingual queue (assessment provided).
Must pass a background check and drug screening.
Must reside within 80 miles of 100 Military Plaza, San Antonio, Texas 78205.
Dedicated, quiet workspace without interruptions.
Teammates need to have sufficient internet connection capability while working remotely to maintain productivity and excellent member experience.
Internet Connection Requirements: Minimum speeds include 20 Mbps download, 5 Mbps upload, under 100 ms latency, and less than 1% packet loss. Optimal performance is achieved with 100 Mbps download, 15 Mbps upload, under 100 ms latency, and 0% packet loss.
A hard‑wired Ethernet connection may be required if Wi‑Fi is inadequate.
Demonstrated ability to uphold productivity and confidentiality in a remote setting.
Regular attendance in virtual team meetings and training sessions.
Availability during standard business hours and flexibility for possible shift adjustments.

Nice To Haves

college degree preferred.
Previous insurance or call center experience preferred.

Responsibilities

Deliver exceptional service in a fast‑paced contact center by resolving complex inquiries, supporting policy updates, and ensuring compliance with company and PCI standards.
Retain members through effective problem‑solving, professional communication, and accurate documentation of all interactions.
Identify opportunities to upsell and cross‑sell insurance products while maintaining a customer‑focused approach.
Handle escalated contacts with courtesy and professionalism, collaborating with internal teams to provide seamless customer experience.
Consistently meet and exceed individual and team performance goals in a high‑volume environment.

Benefits

Starting Pay: $19.53 - $22.98
Bilingual Fluency: earn an additional $0.50/hour for English/Spanish fluency (assessment provided)
Remote Training: Full-time (40 hours per week). 100% virtual for 30 days from Monday - Friday between 10:30am CT - 7:00pm CT.
Remote Work Schedule (Post-Training): Work schedule assigned after completion of training and based upon business need. Full-time (40 hours/week), 5 days total. Work shifts will be scheduled within the hours of 9:30am CT - 9:45pm CT, plus Saturdays 10:00am CT - 7:00pm CT with one weekday off each week.
Comprehensive Benefits Package
Growth & Advancement Opportunities
Health coverage for medical, dental, vision
401(K), Roth 401 (k) saving plan with company match
Remote work opportunities
Tuition assistance
Employee appreciation and recognition
training and fees covered (for Property & Casualty or Personal Lines license)