Customer Experience Specialist

Job Description

Customer Experience Specialist What will the Customer Experience Specialist do? We’re looking for a Experience Specialist who is passionate about delivering efficient and accurate service and has experience in the commercial insurance space. We need someone who can deliver world-class customer service experiences while enhancing and improving customer account retention. Our Customer Experience Specialist plays a key role in ensuring customer satisfaction by anticipating the needs of agents and policyholders, and supporting their success across our suite of products. Every interaction, from initial inquiry through account renewal, is driven by a customer-focused, service-oriented mindset with a strong emphasis on identifying the best possible policy and risk practices for each customer. Hours: Monday through Friday, 8:00AM to 5:00PM Pacific Time! Bilingual fluency in English and Spanish is a plus. 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. What we are looking for: 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 What will make you stand out: CISR or CIC designations Salesforce experience Insurtech experience Our interview process: Our hiring process generally consists of 3 phases. The goal is to provide an opportunity for us to learn more about our candidates while allowing them to get to know us as well! Phase 1 : Qualified candidates will first meet with a member of our People Operations team for a phone interview. This discussion is a high-level conversation to understand more about your background and interests and for us to share more about Coterie and the position. Phase 2 : Selected candidates will be invited to meet with our Hiring Manager for a 2nd interview via Teams video. This interview is designed to be more detail oriented and allows you to learn more about the role Phase 3 : Top candidates will receive an invite for our final interview series via Teams video. This series will include an experiential exercise project (provided in advance), 1:1 interviews with selected team members. The final series is roughly 1.5-3 hours in total but can be scheduled over a few days for flexibility. What’s in it for you: Coterie has excellent benefits for all full-time employees. We offer the following: 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 Annual salary will be $60,000-62,000 (paid hourly, non-exempt). What will the Customer Experience Specialist do? We’re looking for a Experience Specialist who is passionate about delivering efficient and accurate service and has experience in the commercial insurance space. We need someone who can deliver world-class customer service experiences while enhancing and improving customer account retention. What will the Customer Experience Specialist do? What will the Customer Experience Specialist do? Our Customer Experience Specialist plays a key role in ensuring customer satisfaction by anticipating the needs of agents and policyholders, and supporting their success across our suite of products. Every interaction, from initial inquiry through account renewal, is driven by a customer-focused, service-oriented mindset with a strong emphasis on identifying the best possible policy and risk practices for each customer. Hours: Monday through Friday, 8:00AM to 5:00PM Pacific Time! Bilingual fluency in English and Spanish is a plus. Hours: Hours: Pacific Time! Pacific Time! Pacific Time! Pacific Time! 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. 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. What we are looking for: What we are looking for: What we are looking for: 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 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 home 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 What will make you stand out: What will make you stand out: What will make you stand out: CISR or CIC designations Salesforce experience Insurtech experience CISR or CIC designations Salesforce experience Insurtech experience Our interview process: Our interview process: Our interview process: Our hiring process generally consists of 3 phases. The goal is to provide an opportunity for us to learn more about our candidates while allowing them to get to know us as well! Phase 1 : Qualified candidates will first meet with a member of our People Operations team for a phone interview. This discussion is a high-level conversation to understand more about your background and interests and for us to share more about Coterie and the position. Phase 2 : Selected candidates will be invited to meet with our Hiring Manager for a 2nd interview via Teams video. This interview is designed to be more detail oriented and allows you to learn more about the role Phase 3 : Top candidates will receive an invite for our final interview series via Teams video. This series will include an experiential exercise project (provided in advance), 1:1 interviews with selected team members. The final series is roughly 1.5-3 hours in total but can be scheduled over a few days for flexibility. Phase 1 : Qualified candidates will first meet with a member of our People Operations team for a phone interview. This discussion is a high-level conversation to understand more about your background and interests and for us to share more about Coterie and the position. Phase 1 Phase 1 Phase 2 : Selected candidates will be invited to meet with our Hiring Manager for a 2nd interview via Teams video. This interview is designed to be more detail oriented and allows you to learn more about the role Phase 2 Phase 2 Phase 3 : Top candidates will receive an invite for our final interview series via Teams video. This series will include an experiential exercise project (provided in advance), 1:1 interviews with selected team members. The final series is roughly 1.5-3 hours in total but can be scheduled over a few days for flexibility. Phase 3 Phase 3 What’s in it for you: What’s in it for you: What’s in it for you: Coterie has excellent benefits for all full-time employees. We offer the following: 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 Annual salary will be $60,000-62,000 (paid hourly, non-exempt). 100% remote 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 Annual salary will be $60,000-62,000 (paid hourly, non-exempt).