The Contact Center is currently looking for 1 full-time employee to begin with an anticipated start date of 3/30/26. Please send the following information regarding the position to those you feel are qualified. As a reminder, you can participate in our referral bonus program.
Full Time – Contact Center Representative
Salary Range: $16-$19 DOE
Department: Contact Center
Reports to: Lynzee Waters
Hours: Full time, Monday – Friday, 9am to 6pm MST, Training 7am to 4pm MST
JOB DESCRIPTION: The main responsibility of the Operations Contact Center department is to act as a liaison for the customer providing account information, service offerings and resolving any problems the customer might face with accuracy and efficiency. As a contact center representative, you can expect to take a high volume of inbound calls consisting mainly of processing payments, verifying account status, answering general questions related to insurance or premium financing and resolving customer complaints. As a contact center representative, you are trained to understand all aspects of insurance and premium financing so you can provide the highest level of customer satisfaction.
This position offers an incentive program where you can earn an additional $500 a month if you meet certain individual and group metrics.
- Quality – monitoring feedback is positive and meets expected averages
- Quantity – number of calls is greater than minimum
- Service Levels – queue wait times should meet goal of 85% of calls answered in 30 seconds or less.
- Kickers for attendance and exceeding expectations.
ESSENTIAL DUTIES / RESPONSIBLITIES:
- Handling a high volume of inbound calls from clients promptly and professionally
- Meet or exceed personal/team qualitative and quantitative targets
- Maintain a positive, empathetic, and professional attitude toward customers at all times
- Utilizing software, databases, scripts, and tools appropriately
- Participate in training as assigned by managers
MINIMUM QUALIFICATIONS:
Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
- Proficiency with computers and strong typing skills.
- Strong time management and decision-making skills.
- Ability to manage a high volume of incoming calls
- Adhere to the Core Values and Guiding Principles of the company
- Adhere to company policies and procedures as referenced in the HR Manual, Policies & Procedures Manual, and Approvals Matrix
- Follow communication procedures, guidelines, and policies
- Spanish-speaking preferred
APPLICATION PROCESS:
* If you are interested, please reply to this email with:
1) A list of your qualifications
2) One or two sentences why you should be chosen
* If you know of anyone outside the company that would like to interview, please have them submit their resume to me and I will coordinate interviews with Lynzee Waters.
