Customer Service Representative

Role: Customer Service Representative

Location: Remote (LATAM-based).

Timezone: Monday – Friday, 9:00 AM – 5:00 PM CST

Compensation: $1,200–$1,800 USD (depending on experience)

About the Company

Our client is a well-established Texas-based insurance agency with over 20 years of experience serving the Hispanic community. While they are leaders in the personal auto insurance market, they are currently expanding their portfolio to dominate the Commercial Auto and Business Owners (BOP) sectors. They are a forward-thinking team looking to integrate virtual talent to help fuel their next phase of growth.

About the Role

This is a proactive, results-driven role focused on outbound growth and retention. You will be responsible for re-engaging expired leads and identifying new opportunities within the commercial and business insurance space. Your goal is to serve as the initial point of contact, qualify potential clients, and bridge the gap between a lead and a closed sale by the local agents.

Key Responsibilities

Outbound Lead Management

• Active Prospecting: Execute a minimum of two outbound calls per customer from "expired lead" lists to re-establish contact and gather current insurance needs.

• Multi-Channel Follow-up: Utilize SMS/Texting to reach customers who are unavailable via phone, following a structured script to maintain brand consistency.

• Lead Qualification: Identify customer needs across Auto, Home, Commercial, and Business policies, ensuring they are ready for a final quote from a licensed agent.

Technical Data Management

• System Operations: Utilize industry-specific tools such as Agency Matrix and Turborator (Xiway) to update customer information and track call outcomes.

• Information Gathering: Meticulously collect firmographic and personal data to ensure the sales agents have everything needed to close the deal.

Must-have Qualifications

• 2-5 years of experience in a CSR or Sales Support role within the Insurance Industry (Specifically Auto, Home, or Commercial Business).

• Bilingual Excellence: Native Spanish and fluent English are mandatory to serve the core Hispanic clientele and the Texas-based management team.

• Phone Stamina: Comfort and experience with high-volume outbound calling and "warm" lead re-engagement.

• Tech Proficiency: Familiarity with Insurance Management Systems (Agency Zoom, Agency Matrix, or similar).