Call Center Associate | Hybrid | Shift Options

Great West is seeking a professional, customer-focused Call Center Associate to serve as the first point of contact for individuals calling our organization. In this role, you will answer inbound calls, assess the caller's needs, and efficiently route calls while delivering an exceptional customer experience.

About the role

This is an excellent opportunity for someone who enjoys helping people, has strong communication skills, and thrives in a fast-paced environment. The ideal candidate is comfortable spending the majority of the workday on the phone, managing multiple tasks, and representing Great West with professionalism and courtesy on every interaction.

Schedule

• Monday - Friday 6:30am - 2:30pm | Hybrid
• Monday, Thursday, Friday: 7:30am - 6:00pm & Saturday: 8:00am - 3:30pm | Hybrid
• Sunday 8:00am - 3:30pm & Monday, Thursday, Friday 7:30am - 6:00pm | Hybrid
• Tuesday, Wednesday, Thursday, Friday: 8:30am - 4:30pm & Saturday: 3:30pm - 11:00pm | Hybrid

Responsibilities

• Answering all inbound calls received by Great West Casualty Company in a professional, friendly, and timely manner.
• Identifying caller needs and directing calls to the appropriate department or individual.
• Providing basic information and assistance while ensuring customers receive prompt service.
• Managing high call volumes while maintaining a positive and professional demeanor.
• Accurately complete quote forms, complete certificates of insurance, and/or contact insured to underwriters when a driver needs to be added to a policy.
• Assisting callers with general questions and navigating company resources.
• Monitoring call queues and prioritizing calls appropriately.
• Handling multiple phone lines and transferring calls efficiently.
• Utilizing company systems to locate information and support caller needs.
• Maintaining confidentiality while handling sensitive customer information.
• Providing exceptional customer service to internal and external customers.
• Supporting additional administrative and customer service functions as assigned.

Requirements

• Outstanding verbal communication and active listening skills.
• Friendly, professional, and customer-focused telephone presence.
• Strong customer service mindset with a genuine desire to help others.
• Ability to remain calm, courteous, and professional in challenging situations.
• Excellent multitasking and organizational skills.
• Strong attention to detail and accuracy.
• Ability to learn company processes, departments, and resources quickly.
• Dependability and strong attendance record.
• Ability to work independently while contributing to a team environment.
• Comfort spending the majority of the workday on the phone.
• Strong problem-solving skills and ability to think quickly while assisting callers.
• Positive attitude and commitment to delivering a high-quality customer experience.

Qualifications

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• Previous call center, receptionist, customer service, administrative, or office experience preferred.
• Proficiency in Microsoft Office, including Outlook, Word, and Excel.
• Strong computer, data entry, and keyboarding skills.
• Experience working with multi-line phone systems is preferred.
• Ability to navigate multiple software applications while speaking with customers.
• Experience working in a fast-paced, customer-facing environment is a plus.

Benefits

• Competitive compensation and benefits package.
• Paid time off and holiday pay.
• Opportunities for career growth and development.
• Supportive team environment.
• Training and ongoing professional development.
• Hybrid working environment: 3 days in the office and 2 days remote with some fully remote options pending working hours.

About Great West

At Great West, an Old Republic Company, we are dedicated to serving the people and businesses that keep America moving. As one of the nation's leading providers of insurance solutions for the trucking industry, we partner with drivers, fleets, agents, and customers to deliver exceptional service, innovative solutions, and trusted expertise. Our success is built on the strength of our employees, with more than 1,200 professionals working across the country who are committed to integrity, collaboration, and making a difference every day.

We believe that great people build great companies. That's why we foster a culture where employees are valued, supported, and empowered to grow both personally and professionally. Whether you're helping customers, supporting business operations, or supporting your team, your contributions matter.