Client Service Specialist

4 weeks ago

New York, New York, United States Cover Whale Full time
Job Overview

About Cover Whale

Cover Whale is dedicated to enhancing road safety by integrating our insurance offerings with a data-driven driver coaching and safety initiative. Our program is designed to save lives while providing superior insurance solutions for our clients.

Established in 2019, Cover Whale has successfully secured significant funding and is actively expanding its operations. We have been recognized in reputable publications for our workplace culture and commitment to employee satisfaction.

Position Summary

This position serves as a vital entry point for a rewarding career at Cover Whale. You will be instrumental in supporting our agency partners and policyholders with a range of intricate needs, including product assistance, billing queries, quoting, policy modifications, renewals, and cancellations.

This role is essential for customer interaction, where you will communicate with clients via phone, email, and live chat, resolving issues while ensuring an exceptional service experience.

Key Responsibilities:

  • Assist customers in resolving various issues, addressing inquiries related to pricing, premiums, policy status, and more.
  • Handle multiple tasks: respond to communications from agents, policyholders, or other partners accurately and promptly.
  • Review and process applications and policy changes in accordance with established guidelines.
  • Conduct premium breakdowns and calculate rates to determine eligibility based on selected coverage.
  • Manage endorsements and facilitate the processing of necessary documentation.
  • Support renewals by building relationships with agency partners through outstanding service.
  • Guide agents through the quoting platform and educate them on underwriting guidelines and available resources.
  • Develop a thorough understanding of Cover Whale products and technology, contributing ideas for process and policy enhancements.
  • Gain proficiency in various departmental processes including Loss Control, Billing, Underwriting, Retention, and Claims.
  • Continuously expand your knowledge base to better understand company offerings, industry terminology, and evolving customer needs.

Qualifications

Education and Experience:

  • A Bachelor’s degree from an accredited institution.
  • A minimum of 3 years of experience in the insurance sector is required.

Essential Skills and Abilities:

  • Ability to work in the office multiple times a week.
  • Exceptional customer service and communication skills, with the ability to convey complex information clearly.
  • Independently address diverse customer inquiries using sound judgment and product knowledge.
  • Make informed decisions while knowing when to seek assistance for more complex issues.
  • Experience with business applications such as Zendesk, HubSpot, Slack, or Excel, demonstrating strong technical skills.
  • Analyze customer concerns to identify root causes and propose effective solutions.
  • Exhibit resilience, a willingness to learn, adaptability, and experience in a startup environment.
  • Fluency in Spanish is a plus, but not mandatory.

Compensation and Benefits

The salary range for this position is competitive and will be determined based on individual qualifications. The total compensation package may include bonuses and other benefits offered by Cover Whale.

Perks:

  • Health, Dental, and Vision Insurance
  • Life and Disability Insurance
  • Employee Assistance Program
  • Flexible Vacation Policy
  • 401k with Employer Match
  • Parental Leave

Cover Whale is committed to fostering a positive work environment where employees can thrive and contribute to the company’s success. We value diversity and are an equal opportunity employer, welcoming all qualified applicants without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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