About the role

Aplyr's Quick Take

This role is about providing front-line support to clients through calls, chats, and texts, focusing on insurance inquiries and policy management. It's a hybrid position that combines customer service with some sales elements, requiring strong communication and analytical skills. You'll also mentor junior agents and ensure compliance with regulations.

Good fit

Ideal candidates have 1-2 years in insurance service, are detail-oriented, and can handle multiple tasks efficiently. A background in non-call support roles and a Texas P&C license are essential, and bilingual skills are a plus.

Worth noting

The role requires managing multiple state licenses and navigating numerous carrier systems, which can be complex. The emphasis on mentoring and continuous improvement suggests a supportive environment for professional growth.

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.

Aplyr's read

Goosehead Insurance is a tech-driven agency offering personalized insurance through independent agents, ideal for those seeking innovation in the insurance sector.
Synthesized from recent postings & public sources

What's promising

•Strong focus on technology enhances client service and operational efficiency.
•Expanding network of independent agents increases market reach and client access.
•Diverse role offerings indicate growth and opportunities for career advancement.

What to watch

•High reliance on independent agents may lead to inconsistent client experiences.
•Rapid expansion could strain internal resources and support systems.
•Competitive insurance market may pressure profit margins and growth.

Why Goosehead Insurance

•Technology-driven approach sets it apart from traditional insurance agencies.
•Emphasis on personalized solutions caters to diverse client needs.
•Network of independent agents provides flexibility and local expertise.

Aplyr’s read is generated by AI from public sources. Was it useful?

About Goosehead Insurance

Goosehead Insurance

goosehead.com

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Goosehead Insurance Agency is a technology-driven insurance agency that specializes in providing personalized insurance solutions to clients through a network of independent agents.