Senior Customer Experience Representative

Root Insurance Agency

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $21 per hour

Job Level

Senior

About the role

  • Receive inbound calls and foster meaningful connections through strong rapport and trust-building.
  • Manage and execute financial transactions and coverage changes for customers with accuracy and compliance.
  • Research, troubleshoot, and resolve customer requests using Root’s internal systems and tools.
  • Educate and advise customers on coverage options and policy features to align with their needs, goals, and risk tolerance.
  • Create and communicate quote options while guiding customers through informed decision-making.
  • Exceed monthly KPIs and service metrics established by the business unit.
  • Recommend improvements to internal tools, app features, and overall customer experience processes.
  • Maintain an active Personal Lines License and ensure compliance with continuing education requirements.
  • Operate independently and exercise sound judgment in ambiguous situations to ensure exceptional service delivery.

Requirements

  • 1–2 years of customer service experience, preferably within the insurance industry.
  • Active Personal Lines License or ability to obtain within 30 days of employment.
  • Proven ability to thrive in a fast-paced, high-volume call environment.
  • Strong communication, active listening, and problem-solving skills.
  • Ability to handle complex inquiries with professionalism and empathy.
  • High attention to detail and strong multitasking capabilities.
  • Self-directed and accountable, with minimal supervision required.
  • Collaborative mindset and willingness to learn Root’s products and app functionality.
  • Proficiency in Microsoft Office and Google Workspace applications.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer servicefinancial transactionscoverage changesproblem-solvingmultitaskingattention to detail
Soft Skills
communicationactive listeningprofessionalismempathyself-directedaccountabilitycollaborationtrust-building
Certifications
Personal Lines License