Join Our Talent Network: Customer Experience Representative

Who We Are.

At We Insure Group, we are passionate, driven, and purposeful in our mission to personalize protection at the right value. We believe in delivering tailored insurance solutions that meet each client’s unique needs, ensuring they feel confident and supported in every decision. 

As both a franchise platform and direct insurance provider, We Insure empowers like-minded entrepreneurs with the opportunity to own and operate successful agencies. With over 200 locations across 35 states, we support our agency owners, customers, and carrier partners by enabling faster service, greater efficiency, better choices, and improved results. 

What sets us apart? We’re data-driven for better value and people led for better service. Our purpose is rooted in clarity, guidance, and long-term trust helping individuals and business owners make informed choices about their insurance coverage. We're building something meaningful and looking for purpose-driven individuals to help lead the way. 

Your Impact.

As a Customer Experience Specialist at We Insure, responsible for delivering exceptional insurance service support to policyholders, producers, lenders and designated contacts. This role involves managing inbound calls, engaging in chat communication, and efficiently handling task work, which may include outbound calls. 

Note: This is a full-time, onsite position based in our Austin, TX office.

Key Responsibilities.

• Deliver quality customer service by answering inbound calls from clients and/or We Insure producers for insurance policies including (but not limited to) answering policy questions, cancellation requests, policy payments/billing questions and providing requested documentation, etc. 
• Process written requests by customers, carriers and/or agents to insurance policies effectively.  
• Diagnose and resolve requests with a structured approach, balancing agent needs with company and carrier guidelines. 
• Effectively service all types of policies including auto, home/renters, umbrella, flood, recreational vehicles, etc. 
• Ability to navigate multiple carrier platforms in an independent insurance environment (working with over 100 carrier partnerships) and determine carrier guidelines/procedures to accurately process or communicate servicing needs.  
• Make outbound calls to complete customer or carrier insurance requests when required.
• Demonstrate accuracy in processing client modifications based on given data .  
• Manage call metrics which include (but are not limited to) call quality, average handle time, availability, hold times, task per hours, etc., as set by department standards. 
• Prioritize and manage workflow to ensure efficient, timely, and accurate processing of transactions while adhering to the standard operating procedures . 
• Accurately document all transactions.  
• Assist in retention and cross selling with We Insure customers/policy holders. 

Additional Responsibilities.

• Participate in weekly coaching conversations, side by side observations, and goal setting to meet individual and department standards.  
• Attend regular process/refresher trainings, team trainings and meetings as requested.  
• Participate in individual development programs and required developmental action plans.  
• Assist in additional projects as requested.  
• Identify process changes to improve quality or efficiencies.

Your Experience.

Customer Service

• Proven ability to manage high call volumes, resolve issues efficiently, and deliver exceptional customer experiences.
• Strong verbal and written communication skills, with the ability to clearly explain, interpret, and summarize information for policyholders, agents, and producers.
• Skilled at multitasking, speaking, typing, and navigating multiple systems while maintaining professionalism and empathy.
• Demonstrates a high level of accuracy, thoroughness, and consistency in all service interactions.
• Works effectively both independently and collaboratively in onsite or remote environments.

Technical Proficiency

• Experienced in CRM, AMS, Telephony, and collaboration tools such as Microsoft 365 Suite, Teams, and Slack.
• Ability to type a minimum of 45 words per minute.
• Adapts quickly to new technology platforms and system updates.
• Leverages technology to improve efficiency, communication, and customer outcomes.

Performance & Metrics

• Consistently meets or exceeds key performance goals, including handle time, quality assurance, attendance, and customer satisfaction.
• Demonstrates reliability through strong schedule adherence and dependability in meeting work commitments.
• Uses feedback and performance data to identify trends and drive continuous improvement.
• Maintains focus and composure under pressure while meeting daily performance standards.
• Actively contributes to team success by sharing insights and supporting process improvement.

Professionalism

• Upholds high ethical standards and integrity in all professional interactions.
• Demonstrates accountability, reliability, and ownership in daily responsibilities.
• Welcomes feedback and is committed to continuous learning and development.
• Maintains a positive, proactive mindset in a fast-paced, evolving environment.

Work Environment

• This role is performed in a collaborative, professional office setting designed to support focus, comfort, and teamwork.
• Full-time, onsite position located in our Austin office.
• Primarily desk based within a climate controlled workspace.
• Adjustable sit to stand desks and ergonomic equipment provided.

Preferred Skills and Abilities

• Experience within the insurance industry.
• Familiarity with multiple insurance carrier platforms.

Education and Experience

• High school diploma or equivalent required.
• Minimum of 2 years of customer service experience.
• Minimum of 1-2 years in a high-volume call center environment meeting defined performance metrics.

Ready to join a team that puts people first and empowers you to excel? Apply today and bring your customer service expertise to a company that values passion, precision, and people, together, we’ll redefine what great insurance support looks like.

Our Values. The We Way.

At We Insure, Group our values shape how we work, how we lead, and how we grow—together. They’re more than just words—they guide every interaction, every decision, and every customer experience. 

We Way Reflects Our Commitment to. 

• We personalize protection at a price you can trust 

• We hustle to find opportunity 

• We care authentically 

• We thrive in ambiguity 

• We own our results 

• We have fun along the way 

• And—we’re just getting started 

Our Total Rewards. 

• Medical, Dental, Vision, Life, Pet; Flexible Spending Account 

• Competitive Salaries 

• 401K Match   

• Work-Life Balance: Personal Days, PTO Days, 12 Paid Holidays, Two Paid Days for Volunteer Service, Paid Parental Leave 

• Short and Long-Term Disability 

• Employee Support Programs, Including Mental Health 

• Tuition Reimbursement   

• Matching Charitable Gift Program 

• Lucrative Referral Program 

This position is not able to be performed in California, Colorado, New York or Washington. 

EEO

We Insure Group is an equal opportunity employer that does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, marital status, or any other protected characteristic. Our hiring practices ensure that all qualified applicants receive fair consideration without regard to these characteristics.

Disability

We Insure Group is committed to creating an inclusive and accessible workplace for all candidates, including those with disabilities. We are dedicated to ensuring equal employment opportunities and providing reasonable accommodations to qualified individuals with disabilities. If you require reasonable accommodations to participate in the application or interview process, please contact our HR department at hrinfo@peak6insurtech.com. We will work with you to provide the necessary accommodations to ensure your full participation in our hiring process.

Note to applicant: It is unlawful in Massachusetts and Maryland to require or administer a lie detector test as a condition of employment or continued employment. Please know that our company does not use lie detector tests in our hiring process.