Contact Center Representative - Work From Home
AWL · Houston
In the heart of AWL, we have our amazing Contact Center Team, who helps connect consumers looking for insurance products with licensed insurance agents who can meet their insurance needs—and it's all done in real time!
You will serve as a concierge for our Insurance Agents and connect interested consumers with ready-to-assist agents, all from the comfort of your own home. There is NO insurance license required because you are not selling!
You will work part time as part of a virtual team, interfacing with other team members as we deliver a positive experience for our consumers. You will experience back-to-back calls, with calls averaging around 3 minutes long and approximately 5 seconds between calls. You will work on our internally developed platform, where you will take calls and read the scripts that appear on the screen.
Advancement opportunities throughout AWL are available based on high levels of performance and maintaining good attendance. This is an exciting opportunity for passionate individuals who can commit to a set schedule and want to make extra money from the comfort of their home!
General Responsibilities:
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Engage in inbound and outbound calls with consumers looking to compare insurance rates. Ask qualifying questions to match them with the best insurance agent for their needs.
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Complete follow-up calls, inquiring about the consumer's experience and making sure their needs were met. Help consumers get connected with the right agent and record information about their experience.
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Remain in frequent communication with leadership and communicate with your team daily through chat.
Schedule Requirements:
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This is a part-time position requiring 20–29 hours per week.
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You will have a SET schedule within your selected shift.
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Mondays are a required workday for all schedules, and employees should expect to work every Monday.
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Exact weekly hours are established within the selected shift based on business needs.
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We need to be able to count on you, and maintaining good attendance is required.
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Our hours of operation are 7:00 AM–8:30 PM Monday–Friday, 9:00 AM–6:00 PM Saturday, and 11:00 AM–6:00 PM Sunday.
Does This Describe You?
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Superior verbal communication skills. Energetic, easy to understand, and good at taking charge of the conversation. You enjoy talking on the phone and your smile shines through your voice.
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Comfortable defusing escalated situations while remaining courteous and patient.
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Competent computer skills.
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Receptive to coaching.
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Strong written communication skills, including spelling, grammar, and punctuation.
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Able to multitask.
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Punctual and dependable.
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Excited about the opportunity to set and achieve goals, contribute ideas, and be part of a supportive team.
Remote Work & Technology Requirements:
Because this is a fully remote position, you must have a workspace and technology setup that meets AWL's requirements.
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You must reside and work in the state of Texas.
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Reliable, high-speed land-based home internet with at least 50 Mbps download speed is required.
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Satellite internet, 5G/LTE or other cellular-based internet services, and dorm-provided or apartment provided internet connections are not permitted.
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You must be able to connect directly to your internet using a Cat 6 or higher Ethernet cable while working.
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Working USB headset.
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Working mouse.
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Working webcam.
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Updated personal laptop or PC capable of supporting Microsoft Office and Teams downloads. AWL provides login credentials.
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A quiet, noise-free workspace. Background noise is not acceptable while taking calls.
Virtual Training Requirements:
You will need to attend two weeks of virtual training. A personal computer with a webcam is required to complete the first two days of training. AWL will provide you with a laptop for ongoing work.
Please review our Virtual Training Requirements before applying. Reliable internet service that meets our connectivity standards is required. Candidates who do not meet these requirements may be unable to successfully complete training and maintain employment.
https://awl.com/careers/training-reqs/
What You Need to Know:
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This is a high-volume call center environment with back-to-back calls.
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To ensure call quality and help you be your best, we occasionally complete screen shares to provide coaching opportunities.
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Your schedule and attendance are important parts of succeeding in this role.
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Advancement opportunities throughout AWL are available based on performance and attendance.
About AWL
AWL (AWL Holdings, LLC) is one of the most successful customer acquisition marketing companies in the US. Simply put, we help our customers acquire customers for the US insurance industry.
Our amazing team of over 1,100 talented and successful professionals use internet marketing strategies to turn consumer interest in insurance products into policy sales for the world's largest insurance carriers and more than 30,000 of their agents.
We are Austin-born, and our growth from a 2-person startup in 2005 to a highly profitable business has been a remarkable journey. We are a tight-knit team with a fast-paced, energetic, and entrepreneurial company culture that has been ranked a Best Place to Work in Austin in 2012, 2013, 2017, 2018, 2019, 2021, and 2022.
AWL fosters a vibrant, dynamic work culture built on trust, data, technology, passion, collaboration, and winning, where employees want to engage and be impactful. We provide competitive pay, outstanding benefits, and a fun, collaborative environment that allows our people to be their best.