CS Specialist, Service Support Team

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.

Educational Background:

High school diploma or equivalent experience is required.

Experience:

1 year in a high-volume customer contact environment 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.