Senior Client Support Agent
About The Position
The Service Agent (Intro Call) delivers front-line support through inbound intro calls and non-call channels. Agents balance efficiency with a warm client experience while identifying opportunities for cross-sell and retention. This hybrid role blends communication, product expertise, and sales support across multiple lines of business. This role supports a multi-carrier, multi-state insurance service model, focusing on call/ chat/ text interactions. You’ll manage policy changes, process updates, and conduct quality checks on complex cases. Success requires strong analytical ability, communication precision, and adherence to compliance and carrier guidelines. You’ll also provide peer coaching and documentation feedback to support the growth of L1 agents. Since 2003, Goosehead has been changing the face of the insurance industry and making the search for great coverage a piece of cake. We’re committed to finding the best policies and rates, and that starts with our team. Our people are smart, inclusive, hungry for success, and strive everyday to win. There is noble purpose in all our efforts. The work we do matters. Not only are we fixing a broken industry, we get to win professionally and financially while doing it.
Requirements
- Strong analytical and multi-tasking ability
- Excellent written communication and problem-solving skills
- Proficiency in carrier and CRM systems
- Demonstrated coaching and peer training ability
- Texas P&C license (required)
- 1–2 years in insurance service or related field
- Proven performance in non-call support roles
- Commitment to accuracy and service excellence
- High school diploma or equivalent
- Strong attention to detail and communication skills
Nice To Haves
- Bilingual (English/ Spanish) is a plus
Responsibilities
- Resolve moderate-to-complex inquiries via email/chat
- Execute policy endorsements and audits accurately across carriers
- Ensure compliance with state regulations and carrier SLAs
- Document cases with precision in Salesforce and carrier systems
- Mentor and train L1-L2 agents on workflow best practices
- Contribute to continuous improvement through feedback and SOP refinement
- Manage 5–10 state licenses and navigate top 20 carriers consistently (up to 150 carrier systems)
- Demonstrate deep understanding in all lines of business Goosehead operates within
- Maintain quality standards of 98%+ accuracy and timeliness
- Proactively identify and communicate service trends or recurring issues
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What This Job Offers
Career Level
Senior
Education Level
High school or GED
