Customer Service Representative- Bilingual

About GAINSCO

Founded in 1978, GAINSCO offers property and casualty insurance with an emphasis on non-standard personal auto policies. It serves drivers nationwide by providing minimum-limits personal auto coverage, making insurance more accessible to a broader market. In In 2020 GAINSCO, Inc. and its subsidiaries were acquired, making a significant milestone that strengthened GAINSCO’s ability to grow and expand its reach in the personal auto industry market while continuing to build on its decades of specialized expertise.

Join a team that is dedicated to supporting your professional growth and long-term success.

Who We Are

At GAINSCO, we are a team driven by passion, creativity, and a commitment to excellence. We celebrate achievements, encourage innovative thinking, and recognize the unique strengths each person brings. Our people truly set us apart.

If you’re seeking a company where your contributions are valued, your efforts have a visible impact, and your dedication is recognized, take the next step in your career with us.

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:
  • Weeks 1–3: In-office.
  • Weeks 4–6: Hybrid schedule.
    • Work From Home: 2 days per week
    • In-office: Tuesday, Wednesday, and Thursday
  • Important: Beginning in Week 4, employees must have the appropriate equipment and internet connectivity to support the hybrid work schedule. If these requirements are not met, employees will be required to work in the office full-time until the issue is resolved.
• After training, we are currently hiring for the closing shift, with regular work hours of 10:00 AM to 6:30 PM.
• Weekend rotation is 2 Saturdays a month.
  • Saturday Hours: 9:00 AM to 1:00 PM (Work From Home)
  • A weekday off will be provided prior to the scheduled Saturday shift.
  • Employees will offset the 4 Saturday hours during the workweek.
    • Please Note: Saturday schedules and hours may be adjusted in the future based on business needs.

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.

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.
• This requisition includes openings for both Spanish Bilingual and Non-Bilingual Customer Service Representatives.

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.
• PTO Plan + 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