Senior Customer Experience Representative

Root Inc.

. Receive inbound calls and foster meaningful connections through rapport and trust-building .

Posted 11/2/2026full-timeRemote • United StatesSenior💰 $21 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer service within the insurance industry, with a focus on effective communication, problem-solving, and compliance with regulatory requirements. Proficient in managing financial transactions and educating customers on policy features while exceeding performance metrics.

Highest-signal resume keywords

Active Personal Lines LicenseCustomer Service ExperienceStrong Communication SkillsProblem-Solving SkillsProficiency in Microsoft Office

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Financial Transactions ManagementCoverage Changes ExecutionCustomer Inquiry ResolutionQuote Creation and CommunicationAttention to DetailMultitasking Capabilities

Soft Skills

Rapport BuildingActive ListeningProfessionalismEmpathySelf-Directed Accountability

Tools & Technologies

Root’s Internal SystemsGoogle Workspace Applications

Certifications & Qualifications

Personal Lines License

Industry Keywords

Insurance IndustryCustomer Experience ProcessesKPI ExceedingHigh-Volume Call Environment

About the role

Key responsibilities & impact

Receive inbound calls and foster meaningful 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
Create and communicate quote options and guide 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
Help customers navigate insurance needs with confidence and care

Requirements

What you’ll need

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
Ability to work Monday–Friday, 12:00 PM–8:30 PM EST
Must be on camera for virtual interviews

Benefits

Comp & perks

Work where it works best, with support to work from any location across the US
Reasonable accommodations for individuals with disabilities
Virtual interview process with camera participation