Pie Insurance Hiring for Customer Service Advocate, Commercial Auto at Denver, CO Full Time

The Customer Success Advocate is a key role for the Pie Commercial Auto team. This is a mid-level Customer Success team member who focuses on elevated customer issues and resolves concerns and requests from Commercial Auto customers and partners. Through a thorough understanding of Pie’s principal business offerings, the Customer Success Advocate assists the team in resolving concerns and develops opportunities to avoid concerns in the future. You will work across teams and collaborate with stakeholders and team members. This position will have daily contact with customers and agents to assist with questions and any high-volume transaction requests regarding a customer’s policy. Providing an excellent customer/agent experience in an easy fast way.

How You’ll Do It

• Provide responsive, timely, and relevant service to customers and partners
• Handles advanced and elevated phone, email, and platform-based communication with customers and cross-functional partners to provide excellent customer service
• Maintains SLAs set by the Customer Success team in a consistent and efficient manner
• Works as a team member to handle:
  • Email requests
  • Policy issuance
  • Agency or Customer questions
  • Billing-related needs or questions
  • Mailing of documents
  • Follow-Up Communication

• Model the behaviors and strategies necessary to successfully interact with and Resolve complex issues for small business owners and partners in all channels
  • Applies Commercial Auto training and knowledge to policy, billing and agency questions, concerns, and production
  • Build relationships with partners and internal teams to provide consistent, excellent communication with customers
  • Seek resolutions to issues while also anticipating ways in which to prevent future issues
  • Voices the customer’s needs and advocates for the customer and their perspective
• Participate in ongoing training and onboarding for personal and peer growth
  • Support the onboarding and training of Pie’s newest hires and teams, including process training, feedback, and building out resource and training material

The Right Stuff

• A high school diploma or GED is required
  • Associate degree, trade or technical school certificates, or bachelor’s degrees are preferred
• 1+ years of customer service, administrative, or sales experience is required
• 1+ years in a high-volume customer contact environment is preferred
• 8+ months working in Pie’s systems and processes is highly preferred
• Demonstrated problem-solving skills to develop sound processes and workflows
• Proficient communication skills to build strong and lasting relationships
• Knowledgeable about work products and can complete requests with advanced speed, accuracy, and consistency – reducing hand-offs wherever possible
• Ability to navigate and solve issues within all of Pie’s platforms
• Ability to handle stress well and remains flexible to change
• Ability to take phone calls and answer emails for up to 8 hours a day
• Has the ability to think ahead and identify obstacles that may be hidden
• Ability to receive and immediately apply coaching and feedback
• To be eligible for consideration, internal team members may not be receiving performance coaching or have been placed on a final warning in the past 6 months