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A modern baby care brand changing everything about changing.
Customer Experience Specialist, P&C Licensed
Location
United States
Posted
79 days ago
Salary
$60K - $62.5K / year
Seniority
Mid Level
Job Description
Customer Experience Specialist, P&C Licensed
Coterie
• 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.
Job Requirements
- 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
Benefits
- 100% remote
- Health insurance through Aetna (we pay 100% of premiums)
- Dental and vision insurance through Guardian (we pay 100% of premiums)
- Basic life insurance (we pay 100% of premiums)
- Access to flexible spending account (FSA) or health savings account (HSA) (for those using HSA eligible plans)
- 401K plan (up 4% match with immediate vest). Must be 21 years of age or older to participate
- Flexible PTO policy offering up to 3 weeks of time off to support onboarding and integration during the first twelve months of employment.
- After the first year of employment and effective as of the anniversary date, eligibility transitions to up to 4 to 5 weeks of time off annually to recharge and sustain long-term success.
- 12 company-paid holidays each year
- Continuing education annual stipend
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