Customer Service Advisor I (Remote, Texas)

Introduction:

The Zebra is revolutionizing how connected consumers research and shop for insurance. We intentionally strive to build diverse teams that feel inclusive for all. Our motto is "All Stripes Welcome," and we put that into practice by valuing both traditional and non-conventional backgrounds and perspectives. Our Zeebs are passionate about learning, growing, & working together to tackle exciting problems.

You’ll be the advocate for the customers after they have purchased their policy. Your role is to assist customers with their policies and work to ensure that they have the best possible experience with The Zebra.

Schedule:

This is a full-time 40 hours/week position. With our growing Agency, hours are always subject to change.

Our workforce team schedules our advisors for an 8 hour working shift. You’ll receive your schedule for an entire quarter, based on shift bid system.

Working hours are within:

• Monday to Friday: 7:00AM - 11:00PM

• Saturday & Sunday: 9:00AM - 8:00PM

Location:

Our agents are 100% remote. Every licensed employee must conduct business from their primary residence in Texas. All new hires will need to relocate to Texas by the time of their start date.

Salary:

This is an hourly position paying $23.00 per hour. In addition, employees are eligible for a 10% annual earnings bonus, paid out quarterly at 2.5% per quarter based on quarterly earnings & performance.

What You'll Do:

• Answer inbound phone calls, emails, and chats for the company. Most of these calls will be customers calling for assistance with their insurance policy or it could be new customers requesting information about buying a policy.

• Assist customers by processing payments and endorsements along with answering general questions regarding their insurance policy.

• Rewrite insurance policies for prior customers.

• Contact customers in an effort to retain their business.

• Follow-up on outstanding policy requirements by contacting customers or insurance carriers.

• De-escalate customers and attempt to resolve issues independently.

• Audit policies for quality purposes.

• Retain current customers through various retention efforts.

• Take back-up calls for the sales team as needed.

• Assist sales and contact agents with service related issues.

What We're Looking For:

As we evaluate candidates across all roles, we look for folks who have a strong sense of ownership, great communication and collaboration skills, and a dedication to continuous improvement.

• 1+ years of customer service experience (Within Insurance is a plus!)

• Excellent verbal and written communication skills

• A genuine passion for helping people and solving problems

• Ability to stay calm under pressure and handle multiple tasks at once

• Quick learner with a positive, can-do attitude

• Tech-savvy and comfortable using online tools and platforms

Experience that Will Impress the Heck Out of Us

• You already have a TX (General Lines) Property & Casualty

• You bring experience working within insurance

Interview Process:

1. Recruiter Screen: Due to volume, if you are selected to proceed, you will complete a pre-qualification screening form. This is a series of questions for us to better understand your experience before proceeding.

2. Team Interview: 45 minutes via Zoom to run through an in-depth call center interview.

3. Final Interview: 30 minutes via Zoom to review career growth & any follow-up questions.

Benefits & Perks:

Inclusive and healthy environments are crafted intentionally. All of our employees can join and participate in (or create your own!) Employee Resource Groups. Here are some other wonderful perks of working here:

• Competitive Compensation & Stock Option Offering

• Health, Dental, Vision & Disability Coverages

• HSA offering + employer contribution

• 401k with match

• Unlimited planned PTO (paid time off)+ flexibility to enjoy it

• Paid Parental Leave Program

• Wellness perk ($100/month)

• Pet Adoption Reimbursement ($300/year)

• Learning & Development Opportunities

• Join a team that truly lives their values (outside of the office. Cliche, we know… but we really mean it)

About The Zebra:

The Zebra is the nation’s leading, independent insurance comparison site. With our dynamic, real-time quote comparison tool, consumers can identify insurance companies with the coverage, service level, and pricing to suit their unique needs. Headquartered in Austin, Texas, The Zebra has sought to bring transparency and simplicity to insurance shopping since 2012 -- it's “insurance in black and white.”

We've garnered attention and investment of some of the nation’s top venture capitalists. Check out all of our awards & recognition!

Our core mantra is "All Stripes Welcome." As part of our dedication to maintaining an inclusive and diverse workforce, we provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability or genetics. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform core job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation!