Customer Retention Specialist (On-site)

Who is Cover Whale?

Cover Whale is an InsurTech company that provides commercial insurance to America's independent truck drivers and small trucking fleets. We employ data to make our roads safer and we're looking for exceptional humans to help us make our vision a reality. Our ambition is to combine our passion for improving safety with leading expertise in data science, along with industry leading practices in AI/ML/FL to not only identify good drivers, but to actually make our drivers and the roads they travel safer. We realize that the commercial trucking industry is the backbone of the American supply chain; here at Cover Whale, our goal is to drive progress in the trucking industry by providing innovative, dynamic insurance solutions that open new horizons of possibilities to drivers, fleet owners, and everyone in between. Founded in 2019, Cover Whale closed a $15.5M seed funding round (the largest InsurTech seed round raised in North America to date) and is scaling rapidly. For more information, please visit our website at www.coverwhale.com

The Role

The Customer Retention team supports the mission of safe roads by delivering an excellent customer experience. In this role you will focus on activities that lead to retaining in-force policies and premiums that are within underwriting guidelines. You will be successful in this role if you are customer-focused, accurate, self-sufficient, an excellent communicator, and have a basic understanding of P&C insurance.

Responsibilities

• Work closely with the Services, Underwriting, and Growth team to respond to customer queries fast and accurate manner
• Work cross functionally with the Growth, Underwriting, and Customer Success teams to achieve key growth, retention, and customer satisfaction objectives
• Understand Carrier Underwriting rules and regulations and how to apply them to meet retention goals
• Ensure accurate data in our platform and CRM systems
• Proactively provide information and ideas that will help the organization meet quality goals and customer retention
• The ideal candidate loves talking to people and proactively solving issues. You will be responsible for converting customers into passionate evangelists.

Requirements

• Bachelor's degree in related field
• 1+ years' of P&C insurance experience strongly desired
• A genuine enjoyment of technology and high level of proficiency with business software (e.g. Excel, Word, etc.)
• Previous experience utilizing support systems like HubSpot or Zendesk
• The ability to rapidly switch gears while retaining focus on the bigger picture
• Passion for interacting with customers all day, every day
• Excellent communication skills. You need to be a very competent writer with the ability to explain complex topics in easy to understand and concise language.
• Candidates must be resilient, eager to learn, adaptable, and able to use ambiguity in a fast-growing environment.
• Experience using help desk software and remote support tools
• Patience when handling tough cases

Benefits

• Medical/Dental/Vision
• Short/Long Term Disability
• Employer Paid Life Insurance and AD&D
• Matching 401k Plan (after being employed for 90 days)
• Flexible Vacation Policy
• Generous Parental Leave Program
• Employee Assistance Program

Expected base pay for the role will be between $23-$26 per hour at the commencement of employment. However, base pay if hired will be determined on an individualized basis and is only part of the total compensation package, which, depending on the position, may also include discretionary bonus and other Cover Whale sponsored total rewards/benefits.

Cover Whale works to maintain the best possible environment for our employees, where individuals can learn and grow with the company. We strive to provide a collaborative environment where each person feels encouraged to contribute to their processes, decisions, planning, and culture.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.