Agency Service Representative

Gainsco, Inc. Dallas, TX
GAINSCO Auto Insurance markets non-standard private passenger automobile products through retail agencies, in Texas, New Mexico, Arizona, Oklahoma, Florida, Georgia, South Carolina, Virginia, Tennessee, and Utah. GAINSCO Auto Insurance has fully integrated insurance capabilities, including marketing, underwriting, customer service and claims handling. Our operations are bilingual (English/Spanish).

Job Purpose: To provide customer assistance through multiple channels of communication including but not limited to; inbound/ outbound calls, text messaging and email. Offer knowledgeable information based on state specific guidelines, procedures and insurance coverages.

Essential Job Results:

% of Time

Results Expected and Duties Performed


Quality customer service by assisting customers, establishing new customer relationships and strengthening existing customer relationships. Listening to customer, addressing concerns and educating customers on product offerings and coverages.


Processing transactions/ inventory by retrieving incoming emails, text messages, faxes, incoming and outgoing calls. Makes 75-100+ customer contacts per day. Handles customer inquiries, policy change requests, complies to business processes and requirements with accuracy.


Meet service levels and production goals must be goal oriented, motivated and self-driven. Meet and exceed goals consistently by producing consistent proven results.

Required behaviors for all positions:

* Communicate with co-workers, management, customers, vendors, and others in a courteous and professional manner

* Conform with and abide by all Company codes, regulations, policies, values, work procedures and instructions

* Regular attendance and punctuality

* Established Tenure preferred

Job Requirements

Education: High School Diploma, Bachelor's degree preferred. Active Personal Lines license required.

Experience: 1-2 years experience in an inbound/ outbound call center. 1 years experience in the auto insurance industry. Sales or service experience within an insurance agency is a plus.

Skills and Abilities: The ability to pay attention to detail; the ability to work independently and as a member of a team; the ability to manage multiple priorities; typing skills, excellent verbal and written communication, service skills and strong sales ability. Disciplined Follow-up and organizational skills. Ability to manage multiple software applications, projects and assignments simultaneously in a fast paced environment.

Office Equipment and Software: Computer, telephone, calculator, printer, fax machine, overhead projector; software used is Microsoft Office: MS Outlook, Excel, Word, PowerPoint; AS/400, ImageRight, Claims Manager. Experience working with any AMS or CRM is a plus.

Decision Making: Normally follows established steps and procedures, but may make some alterations and/or select specific steps from established options; develops options by which own work can be accomplished. Must be able to make sound decisions/ exceptions upon requests based on experience and skill level.

Compensation: Competitive salary commensurate with experience. Excellent benefits package: medical, dental, vision insurance, life insurance, short term and long term disability insurance, 401K, Paid Vacation and Holidays.

GAINSCO is an Equal Employment Opportunity Employer