Customer Service Representative- Bilingual

Are You Driven?® We Are.

We are a company of driven, enthusiastic, and determined people. We celebrate achievement and success.  We foster innovation, determination, and recognition. Because of that, our employees feel recognized and rewarded for the contributions they make daily. At GAINSCO, it is our people that set us apart.

If you are looking for a place where you can make a difference, understand how your work impacts the company, and be recognized for your efforts and passion, then GAINSCO is the company for you.

Why Join GAINSCO?

GAINSCO’s work environment rewards engaged individuals who have a desire to contribute and succeed. That’s because our culture encourages individuals to grow their skills as they build their careers. Come join us and become a Champion with GAINSCO.

We are seeking an energetic and service driven Customer Service Representative to join our dynamic team. The CSR receives inbound phone calls and is responsible for providing our policyholders and agents with excellent customer service by addressing inquiries, resolving issues, or escalating calls to management. This role involves actively listening, understanding needs, and delivering accurate information in a timely manner.

What does a CUSTOMER SERVICE REPRESENTATIVE do?

• Receive inbound phone calls primarily from customers in the Independent Agent, State Farm, or GAIA channels.
• Assist agents in the Independent Agent channel.
• Efficiently and effectively handle policy inquiries, billing inquiries, payments, policy changes, policy reinstatements, and customer concerns and complaints.
• Navigate conversations without a strict script, using guidelines, product and system knowledge, and interpersonal skills.
• Utilize proper call answering, call-holding, and note documentation practices.
• Employ active listening, decision support tools, problem-solving, empathy, and clear communication to handle calls effectively.
• Strive for first-call resolution by providing accurate answers and instructions and performing necessary policy tasks correctly.
• Use provided resources and knowledge base per departmental guidelines, request assistance when necessary, and escalate calls when appropriate. 

What is required?

Education:

• High School Diploma or Equivalent

Training:

• 6 Weeks of training: Work hours are 8-5pm.
  • Weeks 1–3: In-office.
  • Weeks 4–6: Hybrid schedule.
    • Work From Home: 2 days per week
    • In-office: Tuesday, Wednesday, and Thursday
• After training, the first 90-day schedule may vary based on business needs between 7:30 am- 6:30pm.
• Weekend rotation is 2 Saturdays a month.
  • The shift work hours are 9:00am-1pm WFH.
    • Please note: Saturday hours may change in the future based on business needs.
  • A weekday off will be provided prior to the Saturday shift.

Equipment and Work-From-Home Requirements:
This is a hybrid role. While GAINSCO provides a company-issued laptop and power cord, employees who handle calls are expected to have the following additional equipment for effective remote work:
• Two monitors
• Keyboard
• Mouse
These items are not company-provided and are generally purchased by the employee. However, GAINSCO offers equipment reimbursement after 90 days of employment.
If the required equipment is not available by Week 4 of training, the employee will be expected to work in the office full-time until the equipment requirements are met.

Experience:

• Minimum of 2 years of experience as a Representative in a Call Center.
• Alternatively, 2+ years of insurance agency experience in Sales or Service role.

Other skills and abilities:

• Strong interpersonal and communication skills.
• Ability to handle calls efficiently and effectively.
• Proficiency in using decision support tools and knowledge bases.
• Empathy and problem-solving skills.
• Ability to work independently and as part of a team.

What else do you need to know?

• Hybrid role
• Excellent benefits package medical & dental, vision insurance, life insurance, short term and long-term disability insurance.
• Parental Leave Policy.
• 401K + Company Match.
• PTO + Paid Company determined Holidays.

 **Applicants are required to be eligible to lawfully work in the U.S. immediately; employer will not sponsor applicants for U.S. work authorization (e.g. H-1B visa) for this opportunity**

All offers are contingent upon a successful background investigation (including employment, education, criminal and DMV verification- when applicable) and a pre-employment drug test with results satisfactory to GAINSCO.

GAINSCO is an Equal Employment Opportunity Employer