Client Services Agent I

Position: Client Services Agent I

Classification: Non-Exempt

Compensation: $19.00 - $21.00/Hour

Location: Austin, TX

Work Type: Hybrid (5% in-office)

Work Schedule: Monday – Friday 8:00am-5:00pm

Reports To: Client Services Supervisor

Company Description:

For years, most people didn’t understand risk, insurance, or the policies themselves. Yet, back in 1969, a small group of Texas independent agents knew the truth: with a structured curriculum and practical, real-life education beyond theory, they could ignite an entire industry of skilled professionals. Together with University of Texas educators, these pioneering agents formed the industry’s first nonprofit training and CE credit resource. Along the way, we’ve built a genuine community of professionals who succeed and thrive. For decades, we’ve impacted millions of professionals with our practical education. Like us, they’re dedicated to lifelong learning and collaboration. Our participants understand their career potential and gain a real workplace advantage. Today, our education and networks continue to evolve and expand. We are trusted to lead the risk management and insurance industry through change. The Risk & Insurance Education Alliance ensures no one must go it alone. We’ve made success a group activity.

Mission:

We are committed to creating professionals through practical education and technical guidance to lead the risk management and insurance industry of the future, for the common good.

Vision:

Empowering a confident, professional community to shape tomorrow's risk and insurance industry.

Core Values:

The educational programs and research conducted by The Risk & Insurance Education Alliance were built on a foundation of Innovation, Imagination, Integrity, and Inspiration. These qualities commit us to act responsibly, to be accountable for our actions, to fulfil our obligations, and to inspire others with our relentless determination to achieve a standard of excellence in every endeavor.

Our Benefits:

• 18 Paid Holidays- Closed the week between Christmas Eve and New Years Day
• Medical, Dental Vision, & Supplemental Insurance
• Flexible Spending Account & Health Savings Account
• Employee Assistance Program
• Company Paid Long Term Disability
• Company Paid Life Insurance
• Vacation, Sick, Birthday, & Volunteering Paid Time Off
• 401K- 4.5% Match
• Paid Parental Leave
• Employee Referral Program
• Book Club
• Company Happy Hours

Position Description:

A Client services agent represents the first point of contact for clients needing assistance with businesses' products and services. They manage client inquiries by phone, email, online, or in person, maintain client records, and address client complaints. Their duties also include providing clients with technical product information and general assistance.

Responsibilities:

• Manage client inquiries via phone, email, online, and by case management.
• Make outbound sales calls to current clients to promote our products and services, while strengthening ongoing relationships.
• Consistently meet established Service Level Agreements (SLA) to ensure timely and efficient delivery of services.
• Achieve weekly performance metrics and targets to support overall team and organizational goals.
• Direct client complaints or complex queries to relevant departments in a timely manner.
• Provide clients with technical assistance with products and services.
• Build a positive client relations experience by checking in regularly and following up on active processes.
• Maintain client records and document processes.
• Identify potential client services concerns and facilitate proactive intervention steps, expedite serious issues to management.
• Keep track of new products we offer, as well as emerging trends in client services.
• Recommend product improvements based on client services feedback.
• Maintain updated knowledge of all company products and services to provide adequate education to customers.
• Generate interest in new products or services and connect customers with salespeople when required.
• Understand internal processes and work collectively with the team to ensure they are precise and accurate.
• Other duties as assigned.

Required Education & Experience

• High school diploma or equivalent (GED) required.
• 1+ years of experience in client services, preferably in a call center or support environment.
• Ability to work independently with minimal supervision while managing time effectively and meeting deadlines, in a hybrid work model.
• Demonstrated ability to handle high call volumes and multi-task in a fast-paced environment.
• Strong communication skills, both verbal and written, with the ability to clearly convey information, actively listen, and adapt messaging to different audiences and situations.
• Proven track record of handling customer inquiries, resolving issues professionally, and maintaining a positive tone across phone, email, and chat interactions.
• Basic proficiency with computer systems, including Microsoft Office and CRM platforms (Dynamics 365 is a plus).
• Bilingual (Spanish) is a plus.

Supervisor Responsibilities:

• This position does not supervise any employees.

Work Environment:

• This position is hybrid and can be performed from our climate-controlled office, with normal office noise. It may also be performed from a location of your choosing.
• Home office set up is highly encouraged and the company will provide the necessary tools to ensure you have an effective and comfortable workspace.

Physical Demands:

• The physical demands of this job include sitting in a stationary position in an office environment.

Position Type & Expected Hours:

• This is a full-time position, and normal working hours are Monday – Friday, from 8:00 AM CT to 5:00 PM CT. There may be some nights, weekends, and overtime (for those eligible) when needed.

The Risk & Insurance Education Alliance is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.