Agent Support Representative

Express Employment Professionals - Cincinnati East; Waco (TX); On-site; USD 25,000 - 28,000; Full time

Job summary

Express Employment Professionals - Cincinnati East in Waco, TX is seeking an Agent Support Representative to deliver outstanding customer service to policyholders and agents across phone, email, and chat channels. You will handle policy inquiries, updates, and service requests with accuracy and professionalism.

This temp-to-hire role offers a stable path to long-term employment in a fast-paced environment, with a focus on customer-first outcomes and collaboration with internal teams.

Qualifications

• Minimum 1 year of customer service experience, preferably in a call center.
• High School Diploma or GED required.
• Minimum typing speed of 35 WPM.
• Strong computer skills and proficiency with Microsoft Office.
• Excellent verbal and written communication.

Responsibilities

• Handle inbound and outbound customer communications via phone, email, chat, and written correspondence.
• Assist policyholders and agents with policy information, coverage questions, and service requests.
• Research and resolve customer inquiries in a timely and professional manner.
• Update policy information and maintain accurate service records.
• Escalate requests to appropriate departments when necessary.
• Provide follow-up communication to ensure customer satisfaction.
• Develop knowledge of company products, services, and procedures.
• Meet individual and departmental performance goals and KPIs.
• Maintain professionalism and a positive attitude in a fast-paced call center environment.
• Adhere to all company policies, compliance standards, and regulatory requirements.
• Perform additional duties as assigned.

Skills

Customer service

Verbal & written communication

Active listening

Problem solving

Research abilities

Typing speed 35 WPM

MS Office

Attention to detail

Team collaboration

Independence

Education

High School Diploma or GED

Tools

Microsoft Office

Job description

Agent Support Representative

$19/hour | Temp-to-Hire | Waco, TX

Express Employment Professionals is hiring on behalf of a well-established life insurance company in Waco, TX. We are seeking customer-focused professionals who enjoy helping others, solving problems, and providing exceptional service. This is a great opportunity to join a respected organization with the potential for long-term employment.

Position Summary

The Agent Support Representative serves as the front line of support for policyholders, agents, and internal customers. In this role, you will provide outstanding customer service through phone, email, chat, and written correspondence while assisting customers with policy-related questions, updates, and service requests.

Key Responsibilities

• Handle inbound and outbound customer communications via phone, email, chat, and written correspondence.
• Assist policyholders and agents with policy information, coverage questions, and service requests.
• Research and resolve customer inquiries in a timely and professional manner.
• Update policy information and maintain accurate service records.
• Escalate requests to appropriate departments when necessary.
• Provide follow-up communication to ensure customer satisfaction.
• Develop a working knowledge of company products, services, and procedures.
• Meet individual and departmental performance goals and KPIs.
• Maintain professionalism and a positive attitude in a fast-paced call center environment.
• Adhere to all company policies, compliance standards, and regulatory requirements.
• Perform additional duties as assigned.

Qualifications

• High School Diploma or GED required.
• Minimum of 1 year of customer service experience, preferably in a call center environment.
• Ability to meet attendance and performance expectations.
• Minimum typing speed of 35 WPM.
• Strong computer skills, including Microsoft Office.
• Excellent verbal and written communication skills.
• Strong active listening, problem-solving, and research abilities.
• High attention to detail and strong organizational skills.
• Ability to work independently and collaboratively within a team.
• Adaptability and willingness to learn new processes and systems quickly.
• Positive, customer-focused attitude.

Schedule & Assignment Details

• Pay:$19/hr
• Schedule:M-F 8:00-4:45 (45 minute lunch)
• Location:Waco, TX
• Employment Type:Temp-to-Hire