Customer Service Representative- Bilingual

Job Category: Customer Operations

Requisition Number: CUSTO
003258

• Full-Time
• Hybrid

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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.

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 effect, 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.

• 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 escalated calls when appropriate.

• High School Diploma or Equivalent

• 6 Weeks of training:
• 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.

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,…