Customer Experience Specialist (P&C Licensed)
Source API remote eligibility restrictions: United States, Pacific Time!Full-TimeJunior
Salary60,000 - 62,500 USD per year
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Job Details
- Languages
- Bilingual fluency in English and Spanish is a plus.
- Experience
- 2+ years of experience in customer success, account management, or a related field
- Required Skills
- Data AnalysisMicrosoft ExcelProblem SolvingCustomer serviceCompliance
Requirements
- You have B.A. or B.S. degree or equivalent
- 2+ years of experience in customer success, account management, or a related field
- You hold a Property & Casualty Producer license in your home state and are open to pursuing licensing in all states within 45 days of hire
- Knowledge of commercial insurance and compliance requirements
- You’re a self-starter, passionate about creating simpler internal insurance operations procedures
- Expertise with Microsoft Office products, specifically Excel, SharePoint, Power Automate
- Strong interpersonal and communication skills, responsive to time-sensitive customer inquiries
- Strong problem-solving skills and the ability to make decisions under pressure
- Ability to analyze customer data and identify trends
- Excellent organizational and time management skills
- Ability to work in a fast-paced environment
- CISR or CIC designations (stand out)
- Salesforce experience (stand out)
- Insurtech experience (stand out)
Responsibilities
- Handle Policyholder and Agent Requests: Address and resolve policyholder and agent inquiries via phone, email, and form submissions related to policy changes, payment issues, and other insurance-related questions.
- Achieve First-Interaction Resolution: Strive for efficient and accurate resolution of inquiries during the first interaction to enhance customer satisfaction.
- Monitor and Respond to Voicemail: Manage the voicemail queue, ensuring timely and effective responses to all messages.
- Cross-Train for Versatility: Learn and perform various tasks across the Experience team’s responsibilities to provide support during peak periods and cover for absences.
- Engage in Ongoing Training: Participate in new hire training and continuous learning opportunities to stay updated on products, systems, and process changes.
- Build and Maintain Customer Relationships: Develop strong relationships with customers, understanding their needs, offering guidance, and recommending improvements for enhanced service.
- Meet Internal Service Level Agreements: Follow internal SLAs for customer inquiries and escalate issues to leadership when necessary to ensure service standards are met.
- Perform Additional Duties as Assigned: Complete other tasks as needed to support team and department objectives.
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