customer support
Posted Apr 22Senior Client Support Agent
Responsibilities
- Execute policy endorsements and audits accurately across carriers.
- Ensure compliance with state regulations and carrier SLAs.
- Document cases with precision in Salesforce and carrier systems.
- Mentor and train L1-L2 agents on workflow best practices.
- Resolve moderate-to-complex inquiries via email/chat.
Requirements
- Essential Job Functions Manage 5–10 state licenses and navigate top 20 carriers consistently (up to 150 carrier systems) Demonstrate deep understanding in all lines of business Goosehead operates within Maintain quality standards of 98%+ accuracy and timeliness.
- Skills Required Strong analytical and multi-tasking ability.
- Proficiency in carrier and CRM systems .
- Commitment to accuracy and service excellence High school diploma or equivalent Strong attention to detail and communication skills Bilingual (English/ Spanish) is a plus Equal Employment Opportunity Goosehead is an equal opportunity employer and complies with all applicable federal, state, and local laws, rules, guidelines, and regulations.
Benefits
- This role supports a multi-carrier, multi-state insurance service model, focusing on call/ chat/ text interactions.
- Qualifications Texas P&C license (required). 1–2 years in insurance service or related field .
Additional details
- The Service Agent (Intro Call) delivers front-line support through inbound intro calls and non-call channels. Agents balance efficiency with a warm client
- experience while identifying opportunities for cross-sell and retention.
- This hybrid role blends communication, product expertise, and sales support across multiple lines of business.
- You’ll manage policy changes, process updates, and conduct quality checks on complex cases.