Senior Customer Experience Representative

At Root, we’re on a mission to improve the lives of our customers by offering better insurance solutions. We challenge ourselves to think differently in order to reimagine insurance to make it smarter, more equitable, and a better experience for all. We strive to “unbreak” the archaic insurance industry by using data and technology in innovative new ways. We believe we must be steadfast in our commitments to research, experimentation, and disciplined data-driven decision making in order to build products our customers love. Job Description The Opportunity As a full-time Senior Customer Experience Representative, you’ll help customers navigate their insurance needs with confidence and care. This licensed expert role provides clear guidance, resolves inquiries efficiently, and ensures every interaction reflects Root’s commitment to fairness, simplicity, and exceptional service. You’ll thrive on helping others, solving problems, and making a meaningful impact on the customer journey. Every conversation is a chance to build trust and strengthen Root’s relationship with its customers. Work Schedule Monday – Friday: 12:00 PM – 8:30 PM EST Compensation: This position pays $20.92 per hour. Root is a “work where it works best” company. This means we will support you working in whatever location that works best for you across the US. How This Role Impacts Root Receive inbound calls and foster meaningful connections through strong rapport and trust-building. Manage and execute financial transactions and coverage changes for customers with accuracy and compliance. Research, troubleshoot, and resolve customer requests using Root’s internal systems and tools. Educate and advise customers on coverage options and policy features to align with their needs, goals, and risk tolerance. Create and communicate quote options while guiding customers through informed decision-making. Exceed monthly KPIs and service metrics established by the business unit. Recommend improvements to internal tools, app features, and overall customer experience processes. Maintain an active Personal Lines License and ensure compliance with continuing education requirements. Operate independently and exercise sound judgment in ambiguous situations to ensure exceptional service delivery. Drivers of Success 1–2 years of customer service experience, preferably within the insurance industry. Active Personal Lines License or ability to obtain within 30 days of employment. Proven ability to thrive in a fast-paced, high-volume call environment. Strong communication, active listening, and problem-solving skills. Ability to handle complex inquiries with professionalism and empathy. High attention to detail and strong multitasking capabilities. Self-directed and accountable, with minimal supervision required. Collaborative mindset and willingness to learn Root’s products and app functionality. Proficiency in Microsoft Office and Google Workspace applications. ADA Compliance “This position requires the ability to operate a computer for extended periods and communicate effectively with internal teams and external partners. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. If you need assistance or an accommodation due to a disability, please contact [email protected].” As part of Root's interview process, we kindly ask that all candidates be on camera for virtual interviews. This helps us create a more personal and engaging experience for both you and our interviewers. Being on camera is a standard requirement for our process and part of how we assess fit and communication style, so we do require it to move forward with any applicant's candidacy. If you have any concerns, feel free to let us know once you are contacted. We’re happy to talk it through.