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: Serves customers by organizing and monitoring service actions; providing work direction to staff.

Essential Job Results:

% of Time

Results Expected and Duties Performed

70%

Meets customer service work standards by following production, productivity, quality, and customer-service standards; resolving operational problems; identifying customer service work process improvements; assigning work; monitoring and evaluating Customer Service Representative performance; ensuring that insurance policies are adequately maintained by processing endorsements, renewals and correcting policies, etc; Resolving escalated phone calls; providing quality service by enforcing customer service standards; analyzing quality and customer service problems; initiating audits and identifying trends.

30%

Accomplishes Departmental Staff objectives by orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising job contributions; adhering to policies and procedures.

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
  
• Established Tenure preferred

Education: Associates degree or higher required

Experience: 2 -4 years supervisory experience in a call center setting. Insurance experience preferred.

Skills and Abilities: Proven Customer Service Skills, Patience, Basic knowledge of computer software (i.e. MS Word, MS Outlook, etc) is preferred.

Other: Valid TX Property and Casualty License is preferred; Bilingual (English and Spanish) is preferred

Compensation: Competitive salary commensurate with experience. Excellent benefits package: medical, dental, vision insurance, life insurance, short term and long term disability insurance, 401K, Paid Vacation and Holidays.

GAINSCO is an Equal Employment Opportunity Employer