Total CSR
Insurance agency workforce development platform -- from hire to retire
Overview
Total CSR is an insurance agency workforce development platform built by agency owners, for agency owners. Founded in 2019 by Justin and Jordan Goodman -- co-owners of a third-generation independent insurance agency in southern California -- and CTO co-founder Trenton Berry, the platform was created to solve a real operational problem: training new customer service representatives efficiently without relying on generic, industry-agnostic programs.
The platform has grown from serving a single agency to becoming what it describes as the insurance industry's first and only agency development platform, serving over 3,000 independent agencies and brokerages across the US. CEO Justin Goodman has trained over 50,000 CSRs, account managers, and producers through the platform.
Total CSR takes a hire-to-retire approach, providing tools for hiring, assessing, onboarding, and continuously developing insurance agency staff. The platform claims agencies can turn new-to-industry hires into productive team members 95% faster than traditional training methods, saving USD 10,000-15,000 per hire.
Products & Services
Training
Role-specific learning paths covering personal and commercial lines insurance fundamentals. Content includes ACORD form tutorials, workers' compensation cycles, coverage terminology, underwriter negotiations, and advanced commercial lines topics. Courses use explainer videos, interactive simulations, sandbox environments, and choose-your-own-adventure scenarios. A six-week follow-up module reinforces retention.
Key Features
- Explainer videos and interactive simulations
- Sandbox environments and scenario-based learning
- Six-week post-training retention module
Target Users: CSRs, account managers, producers
Hiring
An applicant tracking system (ATS) designed specifically for insurance agencies. Aggregates candidates from multiple job boards, company websites, and social media into a single dashboard. Enables agencies to recruit talent from outside the insurance industry.
Key Features
- Multi-source candidate aggregation (job boards, social media, company site)
- Insurance-specific screening tools
- Designed to attract non-insurance-background candidates
Target Users: Agency owners, HR staff
Assessments
Pre-hire and ongoing employee assessments measuring compatibility, competency, and insurance expertise. Unlimited retakes available for both candidates and existing employees.
Key Features
- Pre-hire compatibility and competency scoring
- Ongoing skills assessment for existing staff
- Unlimited retakes for candidates and employees
Target Users: Agency owners, hiring managers
Ask Ellie (AI Assistant)
An AI-powered web assistant launched in February 2024, described as a Swiss Army knife for insurance agencies. Contains over 50 years of insurance expertise. The system builds a personalized knowledge base that improves over time.
Key Features
- Answers complex insurance coverage questions
- Drafts marketing content and customer emails
- Provides leadership and team management guidance
- Generates customer service call scripts
- Offers Microsoft Office support
Target Users: Agency owners, CSRs, account managers
H.A.T.S. (Hire, Assess, Train, Support)
A complete onboarding solution launched in 2021 that integrates the hiring, assessment, training, and ongoing support tools into a unified new-hire workflow.
Key Features
- End-to-end new-hire workflow
- Combines ATS, assessments, training, and ongoing support
- Reduces time-to-productivity by up to 95%
Target Users: Agency owners managing new-hire onboarding
At a Glance
- Founded
- 2019
- Headquarters
- Foothill Ranch, California, USA
- Employees
- 11-50
- Funding
- Bootstrapped
Category & Focus
- Category
- Workforce Development and Training
- Subcategories
- Agency Training Applicant Tracking AI-Assisted Learning
- Insurance Verticals
- P&C Personal P&C Commercial
- Target Customers
- Agents/Agencies
Customers
- Over 3,000 independent agencies and brokerages across the United States
- Independent agencies of all sizes seeking to hire and develop non-insurance-background talent
- Agency networks and carriers (enterprise partnerships available)
Links
Last updated: 2026-04-09