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Customer Service Training Lead

Employer
Gainsco Auto Insurance
Location
Dallas, Texas
Salary
Not Specified
Closing date
Apr 2, 2019

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Job Details

GAINSCO Auto Insurance markets non-standard private passenger automobile products through retail agencies, in Texas, New Mexico, Arizona, Oklahoma, Florida, Georgia, South Carolina, and Virginia. GAINSCO Auto Insurance has fully integrated insurance capabilities, including marketing, underwriting, customer service and claims handling. Our operations are bilingual (English/Spanish).

Job Purpose: To ensure that all of the Customer Service staff is properly trained and understands their job expectations. Serves customers by organizing and monitoring service actions; provides most current regulations and guidelines to staff.

Essential Job Results:

% of Time

Results Expected and Duties Performed

40%

Maintains consistent Customer Service and Policy Administration practices by conducting new hire training classes presenting job-specific, company-specific, and generic programs; analyzing effectiveness of training to specific job applications; conducting follow up sessions to ensure understanding of key policies and practices. Updates Call Center Training Manuals with most current regulations and guidelines.

30%

Aides in ensuring that Customer Service and Policy Administration employees are following company guidelines by conducting audits to check for accuracy and understanding of key business polices and procedures.

25%

Functions as a Call Center Lead, resolving escalated phone calls; providing quality service by enforcing customer service standards; analyzing quality and customer service problems; initiating audits and identifying trends.

5%

Ensures that updates to the Customer Service General Website / SharePoint are accurate by updating Turbo and other information with most current regulations and guidelines.

Required behaviors for all positions:

  • Communicate with co-workers, management, customers, vendors, and others in a courteous and professional manner
  • Conform with and abide by all Company codes, regulations, policies, values, work procedures and instructions
  • Regular attendance

Qualifications:

Education: High School Diploma required, Bachelors degree a plus

Experience: Minimum of 3 years experience in an insurance customer service department, previous training and quality control experience is preferred.

Skills and Abilities: Excellent customer service skills; excellent verbal and written communication skills, ability to mentor; leadership skills; time management skills; organizational skills; excellent presentation skills and prior experience in making presentations; must be able to multi-task in a fast-paced environment.

Other: May be required to attend professional Insurance Underwriting Certification/Education Program and/or sit for the Property & Casualty License if required, based on business needs.

GAINSCO is an Equal Employment Opportunity Employer

Company

Want to join the GAINSCO team?

GAINSCO’s fast growth as a company has reflected the outstanding success of our insurance products and our leadership in the marketplace translating into an exceptional opportunity for your career.

We offer a competitive salary and excellent benefits package. Our regional offices and employment opportunities are located in Dallas and Miami. Field and sales positions may also exist in other cities and states.

GAINSCO Auto Insurance® is a Dallas, Texas-based property and casualty insurance company concentrating on the non-standard personal auto insurance market, specializing in minimum-limits personal auto insurance. GAINSCO Auto Insurance is an expansionary company, selling its insurance policies in 17 states through independent agents as well as directly to customers via digital channels. Our insurance operations are conducted through MGA Insurance Company, Inc.  GAINSCO, Inc. was established in 1978 and has a regional office in Miami, Florida.  In December 2020, State Farm Mutual Automobile Insurance Company acquired GAINSCO, Inc. and its subsidiaries.

OUR MISSION

At GAINSCO, we seek to help those who need our assistance by providing essential automobile coverage protections, quality customer services, and exceptional claims responses that fulfill our promise to customers.

Company info
Website
Telephone
800-699-1561
Location
3333 Lee Parkway Suite 1200
Dallas
Texas
75219
US

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