Service Associate

Title: Service Associate

Location: Austin, TX/Dallas, TX (Hybrid)

Reporting to: Manager, Customer Support

Start Date: August 10, 2026

Hippo exists to protect the joy of home ownership. We believe that insurance should protect the things you treasure through an intuitive, modern experience. We provide tailored insurance coverage and preventative maintenance plans that keep you protected throughout your homeowner journey. We’ll also help you find coverage for everything life brings—from auto to flood—reimagining how you care for your home.

Hippo is looking for a Service Associate to join our team with a start date of August 10, 2026. Service Associates use problem solving skills and a consultative approach to retain Hippo Agency business with a customer‑centric approach. Service Associate identify the best Personal Lines coverage for our customers, based on the customers' individual needs. Regular proactive contact with customers will include addressing various coverage issues, including all endorsement activity, routine coverage questions, problem solving, and processing renewals.

Responsibilities include managing customer communications, nurturing key relationships, and keeping track of all necessary documentation, paying close attention to any policy changes, important deadlines cross selling and rounding out exiting customer accounts through third party carriers.

• Hybrid – Must work from Hippo office for 3 days/week
• Schedule requirements:
  Must be able to work 8‑hour shift Mon – Fri. between 7AM – 8PM AND possibly Saturdays between 9AM – 6PM.

• Deliver exceptional customer service through inbound phone calls, emails, and chat.
• Explain homeowners insurance coverages, policy options, billing, and endorsements in a clear and accurate manner.
• Strive to achieve First Call Resolution (FCR) by resolving customer inquiries during the initial interaction whenever possible, minimizing the need for repeat contacts.
• Identify customer needs and make appropriate referrals for additional products, services, or partner offerings when customers qualify, helping deliver added value and enhance their overall experience.
• Engage with customers who are considering canceling their policy by understanding their concerns, providing appropriate solutions, educating them on the value of their coverage, and working to retain their business whenever possible.
• Collaborate with Underwriting, Billing, Claims, Sales, and other internal departments to ensure timely and accurate resolution of customer requests.
• Meet or exceed performance expectations related to customer satisfaction, quality, productivity, schedule adherence, and compliance.
• Accurately document all customer interactions, policy changes, and follow‑up activities in company systems.
• Take ownership of customer requests from start to finish by following through on commitments and completing promised follow‑up communication within established service level expectations.
• Self‑motivated and able to work in a fast‑paced, multi‑tasking, office environment with periodic high disruption and changing priorities
• Assist with basic service questions on Hippo and 3rd party carrier products
• Maintain current knowledge of insurance products, underwriting guidelines, company procedures, and applicable state regulations.

• Active Listening - Being fully present, making customer feel special, be a credible source of insurance information, seek clarification and listening for what isn’t said (e.g., tone and emotional language)
• Product knowledge
• Problem‑Solving and Critical Thinking – Ability to analyze situations and available information to create a strategic approach/overcome objections
• Goal Driven – self‑starter that is motivated by commissions and quotas
• Clear written and oral communication and ability to explain complex terms in easy‑to‑understand language
• Emotional Intelligence/Empathy – Ability to quickly read emotions and preferences of customers and adjust response accordingly
• Resourcefulness – ability to navigate multiple systems, 3rd party carrier resource libraries, Hippo Learning Management System, underwriting guidelines and…