- Location
- San Antonio, United States of America
- Workplace
- Hybrid
- Type
- Full-time
- Department
- Customer Service
- Seniority
- Senior
- Education
- High School
- Source
- Workday
Description
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.
This role supports a multi-carrier, multi-state insurance service model, focusing on call/ chat/ text interactions. You’ll manage policy changes, process updates, and conduct quality checks on complex cases. Success requires strong analytical ability, communication precision, and adherence to compliance and carrier guidelines. You’ll also provide peer coaching and documentation feedback to support the growth of L1 agents.
Job Responsibilities:
Resolve moderate-to-complex inquiries via email/chat.
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.
Contribute to continuous improvement through feedback and SOP refinement.
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.
Proactively identify and communicate service trends or recurring issues.
Skills Required
Strong analytical and multi-tasking ability.
Excellent written communication and problem-solving skills.
Proficiency in carrier and CRM systems.
Demonstrated coaching and peer training ability.
Qualifications
Texas P&C license (required).
1–2 years in insurance service or related field.
Proven performance in non-call support roles.
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. Goosehead strictly prohibits and does not tolerate unlawful discrimination against employees, applicants, or any other covered person because of race, color, religion, creed, national origin, ancestry, ethnicity, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender, gender identity, transgender status, age, physical or mental disability, veteran status, uniformed service, genetic information, or any other characteristic protected by applicable law. All applicants for employment and all Goosehead employees are given equal consideration based solely on job-related factors, such as qualifications, experience, performance, and availability.