Customer Service Representative

  • Horace Mann
  • Raleigh, NC, USA
  • Aug 07, 2019
Full time Customer Service

Job Description

CURRENT Job Description

Class Starts September 23, 2019


Contact Center Representative   Responsible for providing timely, accurate and quality service to customer, third party, and agent inquiries. Representatives will service Property and Casualty lines of insurance by taking in-bound calls, placing some out-bound response or follow-up calls as well as respond to email, internet/web inquiries and chat. The representative must be customer focused, able to navigate through multiple systems, manage time effectively, and adapt to an ever-changing environment of new products, systems and processes.


Horace Mann was founded in 1945 by two teachers who saw the need for quality, affordable auto insurance for teachers. Since then, we've broadened our mission to helping all educators protect what they have today and prepare for a successful tomorrow. And with our broadened mission has come corporate growth: We serve more than 4,100 school districts nationwide, we're publicly traded on the New York Stock Exchange (symbol: HMN) and we have nearly $10 billion in assets. For more information, visit the Horace Mann website

As a leading insurance and financial services company focused on meeting the evolving need of public K-12 teachers, we are growing rapidly and have a number of exciting positions available right now, including a Contact Center Representative located in Morrisville, NC.

Full-Time/Part Time

Full Time




Minimum two years of college or business experience with relevant customer service or contact center experience.


Required Competencies

  • Focus on the customer
  • Strong verbal and written (multiple methods) communication skills
  • Working knowledge of all products and services
  • Call flow and processing knowledge
  • Adept in use of Contact Center solution as well as product line systems
  • Organizational, time management and planning abilities
  • Ability to multi-task while maintaining a high attention to detail
  • Ability to comprehend, capture and interpret information effectively

Must be able to work in the United States without employer sponsorship.




NEW Job Description

Class Starts September 23, 2019


As a Customer Service Representative, you are the first point of contact for our customers in owning customer incidents from start to finish.  You will spend your day on the phone talking to educators, family members and insurance agents about their auto and property insurance needs.  Auto and home insurance policies are not the easiest to wrap your head around, so our customers need someone to provide them with courteous, friendly, fast and efficient service for a variety of complex concerns.  Your focus will be on resolving questions and concerns while building relationships with our customers as you help them interpret their insurance policy and make effective and accurate adjustments.  Often you won’t know the right answers, but the best representatives are those who are up for the challenge of finding creative and compliant solutions.  It’s important that you are not overwhelmed by technology barriers and are comfortable with navigating a variety of computer systems.  This focus and dedication to success will support you on your career path focused on growth and opportunity.

Required Competencies

  • You have a positive attitude that has a strong impact on others – your infectious to the people you work with!
  • You are passionate about supporting some of the most influential individuals in our communities- Educators
  • You are driven by the opportunity to make an impact in someone’s life even when work gets tough
  • You have a proactive and solution oriented mindset- You own the issue from start to finish!
  • You are known for your impeccable punctuality and personal reliability
  • You are intrigued by data and have a meticulous focus on detail and accuracy
  • You have a desire to learn and master many complex topics and principles
  • You are motivated by rewards for your personal success and accomplishment


Must be able to work in the United States without employer sponsorship