Customer Service Center Representative

Iowa, West Des Moines

Share This Job

Company Information

Job Description

GuideOne is a community for good. We exist to help our members achieve their goal of making the world a better place. Our Customer Care department is critical to our success, because this department has contact with members who are under stress from having suffered a crisis. We offer reassurance, sympathy and expert guidance as we help them recover, alleviating much of their worry.

The Service Center Representative will be responsible for handling in-bound phone and e-mail inquiries from customers and agents regarding GuideOne commercial accounts.  The representative will complete a variety of billing related tasks and procedures.  They will also provide navigation and defect assistance for policy administration systems.  They will work to create exceptional member experiences while contributing to individual and team goals.

Our Service Center team welcomes people who are optimistic, enjoy helping others in times of need and are compassionate about making positive change in the world.

As a Service Center Representative, you will:

  • Be the first point of contact for customers, agents, and third-party callers.
  • Complete complex billing transactions with minimal guidance, by phone or in writing.
  • Follow Customer Care Center (CCC) team metrics and standards to strengthen the CCC unit and provide the best customer experience we can as the first point of contact.
  • Direct email correspondence between departments and customers to achieve resolution to the customer questions.
  • Assist agents in navigation and defect management in policy administration systems.
  • Perform other related duties as assigned.


  • Two or more years of customer service experience in the insurance industry, or equivalent combination of education and/or experience.
  • Insurance knowledge or relevant work history beneficial.
  • High School Diploma or equivalent education is required.
  • Holder of Iowa Property Casualty Insurance License or have a willingness to obtain.

Skills & Requirements

Additional Skills & Abilities:

  • Exceptional customer service orientation; ability to build and foster strong working relationships with Commercial, Claims and Personal Lines personnel at all levels.
  • Familiar with common insurance concepts, practices and procedures.
  • A basic understanding of Microsoft products (Word, Excel, Outlook).
  • Demonstrated strong written and verbal communication skills, including the ability to handle difficult customer situations.
  • Attention to detail and organizational skills.
  • Ability to complete training program, including effective partnership with a peer trainer and understanding of training materials.
  • Ability to follow department policies and guidelines, including aux (non-available) time, and additional SLA’s (service level agreements) as set by CCC Supervisors.

About GuideOne:

GuideOne Insurance was founded upon two key philosophies that endure to this day: a commitment to social responsibility, and a dedication to serving customers in select niche markets.

At GuideOne Insurance, we believe that our people are our greatest asset. We encourage our employees to work towards common goals and succeed together. GuideOne is a recognized expert in providing Commercial Lines insurance and financial services to:

  • Religious Organizations 
  • Small Businesses
  • Schools and Higher Education Institutions
  • Non-Profit Organizations
  • Programs Business
  • Specialty Lines of Business 

Rich Benefits Package:

  • 401(k) includes up to a 6% match at 100%
  • Generous time off program including;  personal, holiday , and volunteer paid time off
  • Flexible  work schedules
  • A dress for your day environment
  • Wellness incentives
  • Free Basic Life & AD&D
  • Free short-term and long-term disability
  • Full onsite cafeteria, open every day for breakfast and lunch with subsidized pricing
  • Educational assistance program
  • 3 different medical plans options to meet individual needs, including dental and vision
  • Various employee events throughout the year
  • Company sponsored community volunteer opportunities
  • Free parking, employee gardens, and so much more!

No immigration sponsorship is offered for this position

This Company Participates in E-Verify
Background Check Required