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Top Traits Managers Look for When Hiring Great CSRs

Posted on July 06, 2016 by Phyllis Gillman

Hiring CSRs

More than ever, insurance professionals in leadership positions are hiring from outside the industry. Professionals with insurance experience are shrinking, making it important to hire customer service professionals with experience in outside industries. As a manager or team member, how do you spot qualified talent that will add to your team and train new CSR’s so they can keep up with the fast pace of your office.

While these traits are certainly important to look for as you recruit and hire new talent, they can also be nurtured among your current staff and new hires.

Client Sympathy

Understanding clients and prospects is one of the most important traits you and your customer service team can possess. It’s so important that customer service employees are able to step into your clients’ shoes and understand their worries, problems and struggles. You customers will notice you and your team's efforts and appreciate them.

How to Nurture Sympathy:

Encourage your team to celebrate each other’s differences, setting yourself and your colleagues up to understand and sympathize with customers better.

Patience is More Than a Virtue

Let’s be honest, in our line of work, being patient is imperative to providing quality customer service. It’s also a means of survival in a business that can try us on a regular basis. Sometimes we answer the same questions from countless customers throughout the same day.

How we answer those questions, the tone we use and how quickly we respond, can play a vital role in our clients’ experience with our company. While patience can be nurtured, it’s a skill you should identify in the potential candidates.

How to Nurture Patience:

While patience might not be a skill you can teach, your team can nurture its existence by focusing on the positive aspects of their jobs and not fueling or spreading impatience or negativity.

Hunger for Improvement

The best CSR’s don’t get stuck in the same mundane tasks. They continue to hone their skills, improve, and read about trends and best practices. Your best customer service team members will get the most from the tools they have and maximize what they can do with agency software, Excel and Outlook.

How to Nurture a Hunger for Improvement:

Learn what motivates you, your team, and your employees. Does your teammate feed off your positive energy? Do they appreciate positive feedback or public shout-outs? Or do they like handwritten notes that congratulate them on their accomplishments? Knowing what kind of feedback motivates them can be a powerful way to ignite that hunger!

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As a 27-year customer service veteran in the insurance industry, Phyllis Gillman has spent more than her fair share of time helping clients and customers. In her long stint in the industry, she’s answered over 702,000 phone calls.


You can stay updated on Phyllis’ favorite customer service tips, tricks and trends by subscribing here.





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