Contact Center Associate

Great West, An Old Republic Company · South Sioux City, NE · 2 wk ago

Full-time

About the Role

Join Great West as a Call Center Associate and serve as the first point of contact for individuals calling our organization. In this role, you will answer inbound calls, assess caller needs, and efficiently route calls to the appropriate department or team member while delivering an exceptional customer experience. 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.

Responsibilities

Answer all inbound calls received by Great West Casualty Company in a professional, friendly, and timely manner.
Identify caller needs and direct calls to the appropriate department or individual.
Provide basic information and assistance while ensuring customers receive prompt service.
Manage high call volumes while maintaining a positive and professional demeanor.
Accurately complete quote forms, certificates of insurance, and/or contact insured to underwriters when a driver needs to be added to a policy.
Assist callers with general questions and navigating company resources.
Monitor call queues and prioritize calls appropriately.
Handle multiple phone lines and transfer calls efficiently.
Utilize company systems to locate information and support caller needs.
Maintain confidentiality while handling sensitive customer information.
Provide exceptional customer service to internal and external customers.
Support 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.

Schedule

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)

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 Us

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.