Senior Customer Experience Representative
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Job Description
Senior Customer Experience Representative at Root Insurance helping customers navigate insurance needs. Delivering exceptional service while managing financial transactions and educating customers on policies.
Responsibilities:
- Receive inbound calls and foster meaningful connections through strong rapport and trust-building.
- Manage and execute financial transactions and coverage changes for customers with accuracy and compliance.
- Research, troubleshoot, and resolve customer requests using Root’s internal systems and tools.
- Educate and advise customers on coverage options and policy features to align with their needs, goals, and risk tolerance.
- Create and communicate quote options while guiding customers through informed decision-making.
- Exceed monthly KPIs and service metrics established by the business unit.
- Recommend improvements to internal tools, app features, and overall customer experience processes.
- Maintain an active Personal Lines License and ensure compliance with continuing education requirements.
- Operate independently and exercise sound judgment in ambiguous situations to ensure exceptional service delivery.
Requirements:
- 1–2 years of customer service experience, preferably within the insurance industry.
- Active Personal Lines License or ability to obtain within 30 days of employment.
- Proven ability to thrive in a fast-paced, high-volume call environment.
- Strong communication, active listening, and problem-solving skills.
- Ability to handle complex inquiries with professionalism and empathy.
- High attention to detail and strong multitasking capabilities.
- Self-directed and accountable, with minimal supervision required.
- Collaborative mindset and willingness to learn Root’s products and app functionality.
- Proficiency in Microsoft Office and Google Workspace applications.
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