Opportunities: Customer Service Representative I (Remote within

Job ID: 8540

Wawanesa Insurance is a direct-to-consumer insurance company that provides auto and property insurance products in California and Oregon. We are committed to being there for our members when they need us most and supporting our communities. We’ve been serving our members since 1975 and have been recognized for our award-winning customer service.

We are proud to be a subsidiary of the Auto Club of Southern California (AAA). Wawanesa and AAA have shared values of service to our members, competitive pricing, and supporting our communities. We have an abundance of opportunities to learn, grow, and advance throughout our thriving organization.

We are proud to offer employees the flexibility to choose where they want to work. In this role, you will work from home (remote) in any state where Wawanesa currently operates in the U.S. or a state the company has the ability to run payroll. Please check with the Recruiter to determine if your remote work location is allowed.

Job Overview

Join a team that is dedicated to providing award-winning member service! In this exciting role, you will act as a professional insurance agent who can make policy changes and recommendations based on our member’s unique needs. If you have been searching for your forever company with an amazing compensation and benefits package, Wawanesa is the place for you! Let’s get together to discuss how we can get your career started today. The safety of our employees is very important to us. Candidates who are selected for this position will be trained virtually and must be able to work from home in a designated work area.

Schedule

Training Schedule

Monday - Friday, 8:30am - 5:00pm Pacific time

Regular Schedule (Will be assigned after completion of training and is based upon business need)

Monday - Friday, 7:30am – 7:45pm Pacific time

Saturday, 8:00am to 4:30pm Pacific time

Based on a 37.5 work week and you will be scheduled to work 5 days per week

Nevada Compensation:

The pay range for this position is $20.01 - $27.07 per hour, depending on experience.

This position is considered non-exempt for purposes of wage-hour law, which means you are eligible for overtime pay for hours worked in excess of 40 hours in a workweek.

Job Responsibilities

Resolve complex inquiries by analyzing data using multiple information systems and policy/contract manuals to determine proper course of action in a timely manner

Deliver an exceptional and consistent customer experience in a fast-paced contact center environment

Advise and assist customers with making policy and coverage changes and all other service requests while ensuring sufficient coverage for the policyholder

Identify opportunities for upselling and cross-selling of various products and coverages

Complete all transactions in accordance with company policy and PCI compliance

Deliver superior results by achieving individual and departmental goals and objectives

Using Wawanesa information systems, record and document customer interactions, details of inquiries, complaints and actions taken

Retain policyholders through efficient and effective problem resolution and customer service skills

Resolve escalated customer contacts through polite and professional communication

Partner and communicate with other departments to maintain a quality customer experience

Perform other duties as assigned

Qualifications

High School diploma or equivalent required, College degree preferred

Strong computer, phone, typing, grammar and multitasking skills

Ability to provide an exceptional and consistent customer experience, while balancing efficiency and quality of work

Strong active listening skills

Ability to interpret and comply with company guidelines and procedures

Must maintain high standards of confidentiality by maintaining sensitive information

Ability to adapt to change and perform effectively in a fast-paced environment

Demonstrate flexibility to work various work days, extended hours, including weekends, nights and holidays

Ability to identify an issue, determine resolution, and complete action as required

Foster teamwork, positive morale, and open communication

Current Fire and Casualty Broker-Agent or Personal Lines Broker-Agent license required or ability to complete licensing within the first 90 days of employment (if needed, company will provide course training and cover applicable license fees)

In order to work the Spanish-speaking queue, fluency in Spanish is required.

Previous insurance and or call center experience preferred.

Position requires the ability to lift up to 5 lbs. on a daily basis

Position requires low mobility throughout the branch buildings to meet internal customer demands

Benefits and Other Total Rewards Components Include:

Medical, Dental and Vision

Flexible spending accounts (FSA)

Voluntary benefit plans – accident, hospital indemnity and critical illness

Supplemental short and long-term disability benefits

Life insurance

Enhanced 401K plan

Paid time off (PTO) accrued at 0.0693 hours/per hour worked to a maximum annual accrual of 18 days (135 hours)

You will be eligible for Wawanesa’s annual bonus plan, entitled “Goal Achievement Plan” (GAP), that rewards employees for driving Wawanesa’s success.

Tuition Assistance and much more

If you have questions about compensation and benefits, please contact our Human Resources department at or email .

Wawanesa General Insurance Company is an equal opportunity employer and is committed to a diverse workforce. Wawanesa provides equal employment opportunity to all employees and applicants without regard to an individual’s protected status: race/ethnicity, color, religion, creed, sex/gender, sexual orientation, gender identity/expression, marital status, pregnancy/childbirth or related conditions, national origin, disability, military or veteran status, or any other protected status. If you are a qualified individual with a disability, you have the right to request a reasonable accommodation to assist in the application process. You may request reasonable accommodations by calling the Human Resources department at or emailing Human Resources at .

If you are interested in this exciting, challenging position with Wawanesa, apply today with your Resume.

All Wawanesa job applicants are subject to Wawanesa's .