Customer Success Representative

What You’ll Do

• Serve as a first point of contact by answering inbound calls, email inquiries, and chat
  messages, in the process establishing and maintaining effective relationships with
  customers by providing the highest level of service experience
• Help gather additional information from agents required in obtaining a quote as well as
  assists in making changes to existing open quotes
• Work towards resolving agent/customer service and billing related inquiries and escalate
  to relevant departments where needed
• Ensure that account notes are current, complete, and associated to the applicable
  assets in the Customer Relationship Management (CRM) platform
• Consolidate and escalate product feedback based on customer/agent suggestions as
  well as your own observations
• Support internal processes such as agency appointments and producer login creations
• Advise customers/ agents on technology best practices
• Assist in other duties as requested

Requirements

• At least 3 years experience in a similar role
• Adaptable to regular process changes and technology updates
• Strong typing skills and comfort with cloud-based systems including knowledge of CRM
  tools and telephony
• Ability to solve problems analytically
• Capable of executing range of diverse tasks, prioritizing, and efficiently managing time
• Having the ability to meet assessment, knowledge checks, and application expectations
  during training
• Excellent communication skills with the ability to actively listen, empathize, build trust,
  establish rapport, and effectively de-escalate customer issues.
• Integrity, commitment, and drive to deliver a positive, differentiated service that improves
  our customers’ experience.
• Knowledge of CRM tools such as Hubspot or Salesforce

Benefit

• Health Benefits
• Employee options grant
• 401K
• Flexible paid time off
• Paid national holidays