Customer Service Representative

At Horace Mann, we’re committed to delivering exceptional service to the educators and communities we serve. We are seeking a motivated and customer-focused Customer Service Representative to join our team.

In this role, you’ll be the voice of Horace Mann—providing timely, accurate, and compassionate support to customers through phone and email interactions. If you enjoy helping others, solving problems, and working in a collaborative environment, this is a great opportunity to grow your career.

This role is in-office in Plano, TX with ability to work hybrid once training is complete.

Key Responsibilities

Customer Interaction & Support

• Provide exceptional customer service through inbound and outbound calls, as well as email communication.

• Answer incoming calls within the Customer Service queue and respond to inquiries promptly and professionally.

• Resolve customer service issues efficiently, ensuring a positive experience for every interaction.

• Provide accurate and timely information aligned with customer needs and company guidelines.

Problem Resolution & Documentation

• Identify and resolve customer concerns through effective problem-solving and follow-up.

• Document all customer interactions for tracking and resolution purposes.

• Monitor open items to ensure issues are resolved completely and within service expectations.

Collaboration & Knowledge

• Maintain a strong understanding of company products, systems, policies, and procedures.

• Collaborate with internal departments to resolve customer issues and improve service outcomes.

• Participate in training and development opportunities to expand knowledge and skills.

Performance & Growth

• Maintain 90% quality and schedule adherence standards.

• Demonstrate proficiency in Customer Service responsibilities, with opportunities to expand into Agent Support training.

• Contribute to a positive team environment focused on delivering high-quality service.

Qualifications & Experience

• High School Diploma or GED required.

• 6–12 months of customer service experience preferred.

• Strong communication skills, both verbal and written.

• Ability to handle multiple tasks and work in a fast-paced environment.

• Basic computer proficiency and comfort working with customer systems.

Additional Information

• Normal office environment.

• Flexibility to work overtime as needed.

Pay Range:

$18.80 - $25.43/hr.

Why Join Horace Mann?

At Horace Mann, we believe in supporting those who make a difference—educators. As a Customer Service Representative, you’ll play an important role in delivering on that mission by providing meaningful support and building lasting relationships with our customers.

Join a team that values service, collaboration, and growth, where your contributions truly matter.

Horace Mann was founded in 1945 by two Springfield, Illinois, teachers who saw a 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 more than $12 billion in assets.

We’re motivated by the fact that educators take care of our children’s future, and we believe they deserve someone to look after theirs. We help educators identify their financial goals and develop plans to achieve them. This includes insurance to protect what they have today and financial products to help them prepare for their future. Our tailored offerings include special rates and benefits for educators.

EOE/Minorities/Females/Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status

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