This role serves as the connector for customer success with responsibilities to onboard/offboard agencies, ensuring they are using the self-service tools for easier support, and coordinating our systems to match when our customers change. In addition this team will assist with backoffice tasks as needed that can include agency document requests and troubleshooting questions regarding agency commissions.
How You’ll Do It
Resolve customer emails requests (cases) with accuracy and timeliness:
- Provide specific assistance related to agency commission questions and common issues, such as account updates and financial information.
- Manage final resolution for specific document requests that generate from other teams.
Assist customers with technical issues & pursue long-term internal solutions when possible:
- Assist customers with technical issues, working with Engineering to represent and troubleshoot the immediate issue while also identifying broader trends and opportunities to leadership.
Ensure technical success for agencies:
- Support new agency partner setup that can include CRM and portal configurations, as well as reverse engineering for offboarding steps.
- Assist with the set of tasks to change business relationships across agencies (consolidation or restructure).
- Manage headcount process ensuring data alignment, accurate job descriptions, and process continuity.
General customer support:
- Assist other teams with similar customer case and phone support as needed .
The Right Stuff
Educational Background:
- High school diploma or equivalent experience is required.
Experience:
- 1 year in a high-volume customer contact environment preferred.
- Emerging ability to apply analytical and critical thinking skills for roles when required.
- Ability to solve simple problems within the team with guidance and apply creativity and challenge the status quo.
- Emerging ability to consider the needs of others on the team while working with others on projects in a productive fashion to accomplish the team goals. Ability to develop and sustain collaborative working relationships and fully commit to a decision once it's made.
- G-Suite Tools, Salesforce, Collaboration tools (slack is preferred), basic office machines
- Basic self-direction and responsibility for own tasks, deliverables and timelines
- Regular attendance and punctuality are essential requirements for this role. Success in this position relies on the ability to adhere to a consistent work schedule and meet attendance expectations. Dependability in this area ensures team collaboration, supports operational effectiveness, and delivers exceptional service to our customers.
The use of AI in Application Review: To support a fair, efficient, and consistent hiring process, we use AI-powered tools to assist in the initial screening of applications. These tools help us identify qualifications and prior work experiences that align with the requirements of the role. We may also use AI assistant video tools during interviews to support note-taking and candidate evaluation. All AI-powered outputs are still subject to human oversight and decision-making at multiple stages of the process. By submitting your application, you acknowledge and consent to Pie utilizing these AI technologies to assist in our evaluation process.
Compensation & Benefits
- Competitive cash compensation
- Comprehensive health plans
- Generous PTO
- Future focused 401k match
- Generous parental and caregiver leave
- Our core values are more than just a poster on the wall; they’re tangibly reflected in our work
Making every part of working with us "Easy as Pie" - including our offer process. When we find someone we'd like as a Pie-oneer (a member of our team), we move quickly to put together a fair offer based on your skills, experience, location, and compensation expectations.
Each year Pie reviews company performance and may grant discretionary bonuses to eligible team members.
Location Information
Unless otherwise specified, this role is remote. Remote team members must live and work in the United States (territories excluded) and have access to reliable, high-speed internet.
Additional Information
Pie Insurance is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristic.
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Safety First: Pie Insurance is committed to your security during the recruitment process. We will never ask you for credit card information or ask you to purchase any equipment during our interview or onboarding process.
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