[Hiring] CS Specialist, Service Support Team @Pie Insurance

Role Description

Pie's mission is to empower small businesses to thrive by making commercial insurance affordable and as easy as pie. We leverage technology to transform how small businesses buy and experience commercial insurance.

This role serves as the connector for customer success with responsibilities to onboard/offboard agencies, ensuring they are using the self-service tools for easier support, and coordinating our systems to match when our customers change. In addition, this team will assist with backoffice tasks as needed that can include agency document requests and troubleshooting questions regarding agency commissions.

How You’ll Do It

• Resolve customer emails requests (cases) with accuracy and timeliness:
• Provide specific assistance related to agency commission questions and common issues, such as account updates and financial information.
• Manage final resolution for specific document requests that generate from other teams.
• Assist customers with technical issues & pursue long-term internal solutions when possible:
• Assist customers with technical issues, working with Engineering to represent and troubleshoot the immediate issue while also identifying broader trends and opportunities to leadership.
• Ensure technical success for agencies:
• Support new agency partner setup that can include CRM and portal configurations, as well as reverse engineering for offboarding steps.
• Assist with the set of tasks to change business relationships across agencies (consolidation or restructure).
• Manage headcount process ensuring data alignment, accurate job descriptions, and process continuity.
• General customer support:
• Assist other teams with similar customer case and phone support as needed.

Qualifications

• High school diploma or equivalent experience is required.
• 1 year working in Pie's systems and processes is highly preferred.
• 1 year in a high-volume customer contact environment preferred.
• 8 months working in Pie's systems and processes is highly preferred.
• Emerging ability to apply analytical and critical thinking skills for roles when required.
• Ability to solve simple problems within the team with guidance and apply creativity and challenge the status quo.
• Emerging ability to consider the needs of others on the team while working with others on projects in a productive fashion to accomplish the team goals.
• Ability to develop and sustain collaborative working relationships and fully commit to a decision once it's made.
• Familiarity with G-Suite Tools, Salesforce, Collaboration tools (Slack is preferred), and basic office machines.
• Basic self-direction and responsibility for own tasks, deliverables, and timelines.
• Regular attendance and punctuality are essential requirements for this role.

Requirements

• Dependability in attendance ensures team collaboration, supports operational effectiveness, and delivers exceptional service to our customers.

Benefits

• Competitive cash compensation.
• Comprehensive health plans.
• Generous PTO.
• Future-focused 401k match.
• Generous parental and caregiver leave.

Company Description

Pie Insurance is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristic.

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Safety First: Pie Insurance is committed to your security during the recruitment process. We will never ask you for credit card information or ask you to purchase any equipment during our interview or onboarding process.