Customer Service Advisor I (Remote, Texas)

The Zebra•Austin, TX

1d•Remote

About The Position

The Zebra is revolutionizing how connected consumers research and shop for insurance. We intentionally strive to build diverse teams that feel inclusive for all. Our motto is "All Stripes Welcome," and we put that into practice by valuing both traditional and non-conventional backgrounds and perspectives. Our Zeebs are passionate about learning, growing, & working together to tackle exciting problems. Our advisors are thoughtful, driven professionals who take pride in their work, support one another, and show up focused and ready to solve real customer problems. As a Customer Service Advisor, you are the trusted advocate for customers after they purchase their policy. This is not an entry-level service role. Our service team manages complex policy needs, works directly with carrier partners, and is trusted to resolve issues efficiently and independently. You’ll support customers through policy changes, billing questions, and problem resolution while maintaining professionalism, composure, and accountability, even during emotionally charged interactions. Location 100% remote Must work from your primary residence in Texas New hires must relocate to Texas by their start date if not already located there Schedule & Availability Full-time (40 hours/week) Schedules are set quarterly through a shift-bid process Advisors work 8-hour or 10-hour schedules within the following windows: Monday–Friday: 8:00 AM – 7:00 PM Saturday: 9:00 AM – 5:30 PM Flexibility to work evenings or weekends is required based on business needs. As our Agency continues to grow, schedules may evolve. Compensation & Earning Potential Base Salary: $47,840 annually (Equivalent to $23.00/hour based on a 40-hour workweek) Performance Bonus: Eligible for up to 10% of annual earnings, paid quarterly (2.5% per quarter) based on performance and results Who Thrives in This Role This position is best suited for professionals who: You are career-driven and take pride in doing things the right way You stay focused and engaged during scheduled working hours in a remote environment You communicate clearly, confidently, and professionally You don’t rely on others to solve problems you can own yourself You stay calm under pressure and think critically during difficult conversations You value accountability, follow-through, and continuous improvement This role is not a fit for individuals seeking strictly clock-in/clock-out work or minimal performance accountability. This role is designed for individuals motivated by achievement, feedback, and upward mobility. Advisors who invest in their development and consistently deliver results will find meaningful opportunities for growth within the organization.

Requirements

1+ year of customer service experience (insurance experience strongly preferred)
Bilingual (English/Spanish) strongly preferred and highly valued
Strong verbal and written communication skills and confidence engaging customers digitally
Ability to manage back-to-back customer interactions with professionalism
Comfort working toward measurable goals and performance metrics
Coachable mindset with a desire to grow and advance
High integrity, accountability, and professionalism
Strong technical aptitude and comfort with web-based tools and CRM systems

Nice To Haves

Active Texas General Lines Property & Casualty license
Insurance sales experience
Digital sales, e-commerce, or online customer engagement experience

Responsibilities

Manage high-volume inbound calls, emails, and chats related to active insurance policies
Resolve customer needs efficiently with a focus on first-call resolution and minimal escalation
Process endorsements, payments, rewrites, and policy updates accurately
Proactively follow up on outstanding service items with customers and carriers to close the loop
Retain customers through thoughtful service and problem-solving
Rewrite insurance policies for prior customers
Navigate frustrated or irate customer situations calmly and professionally
Audit policies for quality and accuracy
Partner with sales advisors by handling service-related needs
Represent the agency professionally with insurance carriers and underwriting partners

Benefits

Unlimited planned PTO
Health, Dental, Vision & Disability coverage
$100 wellness stipend
HSA with employer contribution
401(k) with company match
Paid parental leave
$40/month internet stipend
Learning & development programs
Join a team that truly lives their values (outside of the office. Cliche, we know… but we really mean it)

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