Insurance Customer Service Representative

Insurance Customer Service Representative Job Description

Join W Insurance'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!

What We Offer

-
Starting Pay: $20.51 - $24.13

-
Bilingual Fluency: Earn an additional $0.50/hour for English/Spanish fluency (assessment provided)

-
Location Requirement: must reside within 80 miles of 901 Bagby Street, Houston, TX 77002.

-
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

What You’ll Do

-
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.

Work-From-Home Requirements

-
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.

What You’ll Need

-
High School diploma or GED required; college degree preferred.

-
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).

-
Previous insurance or call center experience preferred.

-
Must pass a background check and drug screening.

-
Must reside within 80 miles of 901 Bagby Street, Houston, TX 77002.

Remarkable benefits:

• 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
.

W Insurance Company 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 an