Insurance Customer Service Representative

AAA • Houston, 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. The company is committed to being there for its members when they need them most and supporting its communities, having served members since 1975 and recognized for award-winning customer service. Wawanesa is proud to be an affiliate of the Auto Club of Southern California (AAA), sharing values of service to members, competitive pricing, and supporting communities. The role offers an abundance of opportunities to learn, grow, and advance throughout the thriving organization.

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 901 Bagby Street, Houston, TX 77002.
• Dedicated, quiet workspace without interruptions.
• 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: $20.51 - $24.13
• Bilingual Fluency: earn an additional $0.50/hour for English/Spanish fluency (assessment provided)
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1-10 employees