Join Our Talent Network: Customer Experience Representative

Customer Experience Representative · PEAK6 · Austin, TX office · Full-time onsite Join to apply for the Customer Experience Representative role at PEAK6. Be among the first 25 applicants. Who We Are We Insure Group is passionate, driven, and purposeful in our mission to personalize protection at the right value. We deliver 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 entrepreneurs to own and operate successful agencies. With over 200 locations across 35 states, we support agency owners, customers, and carrier partners by enabling faster service, greater efficiency, better choices, and improved results. Our data‑driven, people‑led approach clarifies guidance and builds long‑term trust. We’re building something meaningful and looking for purpose‑driven individuals to help lead the way. Your Impact As a Customer Experience Specialist, you will deliver exceptional insurance service support to policyholders, producers, lenders and designated contacts. You will manage inbound calls, engage in chat communication, and handle task work, including outbound calls. You will be based onsite in our Austin, TX office. Key Responsibilities Deliver quality customer service by answering inbound calls and/or chat from clients and/or producers for insurance policies (e.g., answer policy questions, cancellations, payments, billing, and documentation). Process written requests from customers, carriers, and agents to insurance policies effectively. Diagnose and resolve requests with a structured approach, balancing agent needs with company and carrier guidelines. Service all types of policies – auto, home/renters, umbrella, flood, recreational vehicles, etc. Navigate multiple carrier platforms in an independent insurance environment 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 (call quality, average handle time, availability, hold times, tasks per hour, etc.) as set by department standards. Prioritize and manage workflow to ensure efficient, timely, and accurate processing of transactions while adhering to standard operating procedures. Accurately document all transactions. Assist in retention and cross‑selling with customers/policy holders. Additional Responsibilities Participate in weekly coaching conversations, side‑by‑side observations, and goal setting to meet standards. Attend regular process/refresher trainings, team trainings, and meetings as requested. Participate in individual development programs and required action plans. Assist in additional projects as requested. Identify process changes to improve quality or efficiencies. Experience and Qualifications Customer Service Proven ability to manage high call volumes, resolve issues efficiently, and deliver exceptional customer experiences. Strong verbal and written communication skills, clearly explaining policyholder, agent, and producer information. Skilled at multitasking, speaking, typing, and navigating multiple systems while maintaining professionalism and empathy. 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 with CRM, AMS, Telephony, and collaboration tools such as Microsoft 365, Teams, and Slack. Typing speed of at least 45 words per minute. Adapt 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. Reliability through strong schedule adherence and dependability in meeting work commitments. Uses feedback and performance data to identify trends and drive continuous improvement. Maintains 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 Role performed in a collaborative, professional office setting designed for focus, comfort, and teamwork. Full‑time onsite position located in 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. Join the Team 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 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. We’re just getting started. Our Total Rewards Medical, Dental, Vision, Life, Pet; Flexible Spending Account Competitive Salaries 401(k) 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 Legal This position is not able to be performed in California, Colorado, New York, or Washington. 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. All qualified applicants receive fair consideration without regard to these characteristics. We Insure Group is committed to creating an inclusive and accessible workplace for all candidates, including those with disabilities. Qualified individuals requiring accommodations may contact View email address on click.appcast.io for appropriate accommodations. Hiring practices do not include lie‑detector tests in Massachusetts and Maryland; such requirements are unlawful. #J-18808-Ljbffr PEAK6