Using Current Staff Traits to Hire

March 23, 2023 Jason Sabo, TRA
Consulting New Hires

Hiring a CSR 

Hiring the right people for your team is critical if you want to succeed. You need employees who are not only competent, but also have a strong work ethic and the ability to work well with others. But how do you know which skills and qualities will best fit your organization?  

The answer lies in understanding what makes an ideal employee and looking for these specific traits when hiring new staff. Looking at the top performers in your agency is an excellent way to identify the specific skills, strengths, attitudes, and values that contribute to success in your industry. By analyzing their performance, you can identify the traits that enable them to excel in their roles and achieve their goals. 


When examining the skills of top performers in your agency, it's crucial to identify the distinct skills that are required for the job. A good way to do this would be to look at the top performing staff that are already in your agency. Some of the skills you may be looking for are service-focused, excellent follow-through, phone etiquette, and time management.  

Identifying these skills will help you create a job description that highlights the necessary requirements for the role and will help you reproduce the top performers in your agency. It will also enable you to evaluate candidates' skills during the interview process to ensure they have the desired and necessary skills. 

By examining the skills of top performers, you can also identify any training or development opportunities for new hires. For example, if you notice that top performers have excellent time management skills, you may want to provide time management training for new hires to help them excel in their roles. 



Analyzing the strengths of top performers in your agency can provide insight into the personal qualities that contribute to their success. Identifying these strengths can help you identify the qualities that you should look for in a new customer service representative. 

You may notice that top performers possess strong problem-solving skills, enabling them to quickly identify and resolve issues for clients. Alternatively, you may notice that they possess excellent communication skills, allowing them to clearly and effectively communicate complex information to clients. 

In addition, you may identify strengths related to leadership abilities, such as the ability to motivate and inspire team members to achieve their goals. These qualities can be essential in a customer service role where the representative needs to collaborate with other team members to ensure client needs are met. 

By identifying the strengths of top performers, you can create a job description that highlights these qualities as desirable for the role. Additionally, you can use this information to evaluate candidates during the interview process and identify any training or development opportunities to help new hires develop these strengths. 

Overall, analyzing the strengths of top performers can provide valuable insights into the personal qualities needed for success in a customer service role. By identifying and focusing on these qualities, you can increase the likelihood of hiring a candidate who can excel in the role and contribute to the success of your agency. 



For independent insurance agents, having a positive, proactive, and solution-oriented attitude is critical for building and maintaining strong relationships with clients. Independent agents must be self-motivated and driven to succeed in a highly competitive industry. 

A positive attitude can help agents approach their work with enthusiasm and confidence, which can translate into better customer service and stronger sales performance. By exhibiting a positive attitude, agents can create a welcoming and supportive environment for their clients, which can build trust and loyalty over time. 


In addition to having a positive attitude, independent insurance agents must also be proactive in identifying and addressing client needs. This means staying up to date on industry trends, being responsive to client inquiries, and anticipating potential challenges before they arise. 

Being solution-oriented is also essential for independent agents, as they must be able to provide practical and effective solutions to meet their clients' insurance needs. This requires a combination of industry knowledge, critical thinking skills, and strong communication skills to effectively communicate solutions to clients. 


Finally, a strong work ethic is critical for independent insurance agents, as they must be able to manage their time effectively, prioritize tasks, and work independently to meet deadlines and achieve their goals. By embodying these qualities, independent agents can build a successful career in the insurance industry while providing exceptional service to their clients. 



For independent insurance agents, finding employees who align with their company's mission and culture is critical for everyone’s success. Here are some reasons why: 


  1. Commitment to delivering the best possible service: Independent insurance agents need employees who are dedicated to providing excellent customer service. Insurance is a complex industry, and clients rely on agents to help them navigate it. Employees who are committed to delivering the best possible service will ensure that clients have a positive experience and are satisfied with the level of support they receive. 

  1. Passion for their work: Independent insurance agents need employees who are passionate about their work. The insurance industry is constantly evolving, and it requires individuals who are willing to adapt and stay current with the latest trends and regulations. Employees who are passionate about their work will be more likely to stay up to date with industry developments and will be motivated to provide the best possible service to clients. 

  1. Alignment with company culture: Independent insurance agents need employees who align with their company's culture. Culture is the shared values, beliefs, and practices that define an organization. Employees who align with the company's culture are more likely to be engaged and productive, and they will be better able to work collaboratively with their colleagues. This can lead to a positive work environment and better outcomes for clients. 


Overall, by analyzing the top performers in your agency, you can create a more targeted job description that focuses on the specific skills, strengths, attitudes, and values that are necessary for success in your industry. This will ensure that you find the best candidate for the job, who will build a strong team, and can take your agency to the next level.