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Austin, TX Full Time Posted by: The Zebra Posted: Sunday, 22 November 2020

Austin insurance tech company The Zebra-recently named one of Austin's Best Places to Work by the Austin Business Journal and one of Americas Best Workplaces by Inc. Magazine! - is looking for talented Licensed Customer Service Agents to join our bustling Downtown call center and tight-knit team.

You'll be an advocate for customers who have an issue with their insurance policy. You will help our customers resolve complex, often highly escalated, issues by reviewing call recordings, and working with carriers and other members of management frequently. You will draft professional communications to customers, regulatory offices, and carriers. This position will also include some light administrative work such as task assignments and simple reporting.

This role requires that you have your General Lines P&C License upon starting with us.

Work hours are Monday - Friday 9 AM - 6 PM

Due to Covid, our agents are starting off 100% remote. Once office hours go back to normal, employees will spend half of their week in our downtown office and half of their week working remotely.

    • Manage the end-to-end process of resolving complex complaints.
    • Prepare appropriate responses to complaints received directly from customers, carriers, or regulators ensuring managers are briefed where appropriate.
    • Prepare timelines, detailed notations, or transcriptions of customer interactions with agents.
    • Assist customers via phone calls, emails, chat, and support portals with issues regarding their insurance policy.
    • Be the primary resource to assign/assist peers with service tasks/issues.
    • Provide reporting assistance to management and peers.
    • Provide detailed responses to underwriting questions from customers and agents
    • Contact customers in an effort to retain their business or assist with underwriting issues.
    • Rewrite insurance policies for prior customers.
    • An active Property and Casualty License is required
    • 1+ year working within an agency environment
    • Ability to resolve complex customer issues
    • Proven expertise in deescalating, researching, resolving, and providing feedback for escalated customer issues
    • Experience with coaching, mentoring, and training new hires/peers
    • Excellent communication skills - written, verbal, and listening
    • Passion for customer service is a must!
    • Attention to detail
    • Schedule flexibility (overtime may be required occasionally)
    • Multitasking and time management skills
    • Ability to work from home at the companys discretion
    • Competitive Compensation & Stock Option Offering
    • Health, Dental, Vision & Disability Coverages
    • HSA offering + employer contribution
    • Unlimited PTO + flexibility to enjoy it
    • Paid Parental Leave Program
    • Commuter Benefits (up to $100/month)
    • Wellness perk ($100/month)
    • Learning & Development Stipends
    • Onsite Full Service Barista
    • Wednesday Catered Lunch + Fully Stocked Fridges
    • Opportunity to join Employee Resource Groups (ERGs) or drive our diversity & inclusion stance by creating your own
    • Join a team that truly lives their values, and values their lives (outside of the office. Cliche, we know but we really mean it)


The Zebra is the nations leading, independent insurance comparison site. With its dynamic, Real Time quote comparison tool, consumers can identify insurance companies with the coverage, service level, and pricing to suit their unique needs. The Zebra compares multiple insurance companies and provides agent support and educational resources to ensure consumers are equipped to make the most informed decisions about their home and auto insurance. Headquartered in Austin, Texas, The Zebra has sought to bring transparency and simplicity to insurance shopping since 2012 - its "insurance in black and white."

The Zebra has garnered the attention and investment of some of the nation's top venture capitalists, and the company's success has been profiled in publications like Inc., The New York Times, Forbes, and TechCrunch. Local and national publications have named The Zebra as a Best Place to Work, including Austin Business Journal in 2015, 2016, 2017, 2018, 2020, The Austin American-Statesman in 2016, 2017, 2018, and 2020 and Inc. Magazine on their nationally-recognized list from 2018-2020.

The Zebra is aiming to grow our fantastic team to add to our dynamic culture and continue building on our success. Working at The Zebra means never being bored, always being challenged, and supporting one another. We're a happy, hardworking group, and we're eager to add new stripes who share those values.

The Zebra is an equal opportunity employer and at will company.

As part of our dedication to maintaining an inclusive and diverse workforce, The Zebra provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, The Zebra complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

The Zebra expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of The Zebras employees to perform their job duties may result in discipline up to and including discharge.

Austin, TX, United States of America
The Zebra
Click apply
11/22/2020 3:54:54 PM

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