Senior Customer Experience Representative

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Root Inc.

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🚘 Automotive

💼 Consulting

🛡️ Insurance

💰 $200M Post IPO debt on 2024-11

Automotive • Consulting • Insurance

Root Inc. is an auto insurance company that uses a mobile app and smartphone sensor telematics to measure driving behavior and price policies primarily based on how safely customers drive. The company offers a "test drive" period to gather driving data, provides in-app quotes, policy management, and claims filing, and sells roadside assistance and other coverages across many U. S. states. Root targets consumer drivers (B2C) seeking usage-based insurance and emphasizes savings for safer drivers.

📋 Description

• Receive inbound calls and foster meaningful customer connections through rapport and trust-building • Manage and execute financial transactions and coverage changes accurately and compliantly • Research, troubleshoot, and resolve customer requests using Root’s internal systems and tools • Educate and advise customers on coverage options and policy features based on 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 customer experience processes • Maintain an active Personal Lines License and comply with continuing education requirements • Operate independently and exercise sound judgment in ambiguous situations

🎯 Requirements

• 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 • Ability to operate a computer for extended periods and communicate effectively with internal teams and external partners • Must be on camera for virtual interviews

🏖️ Benefits

• Work where it works best; supported location flexibility across the US • Reasonable accommodations for individuals with disabilities • Virtual interview process with candidate support for concerns or accommodations