Job Description
Customer Retention Specialist
REMOTE
United States
Customer Success
Full time
Description
Who is Cover Whale?
Cover Whale employs data to make our roads safer – and we’re looking for exceptional humans to help us make our vision a reality. Our ambition is to combine our passion for improving safety with leading expertise in data science, along with industry leading practices in AI/ML/FL to not only identify good drivers, but to actually make our drivers and the roads they travel safer. We realize that the commercial trucking industry is the backbone of the American supply chain; here at Cover Whale, our goal is to drive progress in the trucking industry by providing innovative, dynamic insurance solutions that open new horizons of possibilities to drivers, fleet owners, and everyone in between.
Founded in 2019, Cover Whale recently closed a $15.5M seed funding round (the largest InsurTech seed round raised in North America to date) and is scaling rapidly. Cover Whale was built on a foundation of technology, data, and machine learning analytics to transform the commercial auto segment and bring the excitement of consumer insurance tools like Lemonade and Hippo to the commercial auto space. The efficiency driven by Cover Whale’s technology platform reduces the need for the traditional resource-consuming underwriting process, allowing it to offer instantaneous quotes from multiple carrier partners.
The Role
The Customer Retention team supports the mission of safe roads by delivering an excellent customer experience. In this role you will focus on activities that lead to retaining in-force policies and premiums that are within underwriting guidelines. You will be successful in this role if you are customer-focused, accurate, self-sufficient, an excellent communicator, and have a basic understanding of P&C insurance.
The position is remote and supports our Central and West regional teams. Candidates must be willing to work 8 am-5 pm CT or PT.
Responsibilities
- Work closely with the Services, Underwriting, and Growth team to respond to customer queries fast and accurate manner
- Work cross functionally with the Growth, Underwriting, and Customer Success teams to achieve key growth, retention, and customer satisfaction objectives
- Understand Carrier Underwriting rules and regulations and how to apply them to meet retention goals
- Ensure accurate data in our platform and CRM systems
- Proactively provide information and ideas that will help the organization meet quality goals and customer retention
- The ideal candidate loves talking to people and proactively solving issues. You will be responsible for converting customers into passionate evangelists.
Requirements
- 1+ years’ of P&C insurance experience
- A genuine enjoyment of technology and high level of proficiency with business software (e.g. Excel, Word, etc.)
- Previous experience utilizing support systems like HubSpot or Zendesk
- The ability to rapidly switch gears while retaining focus on the bigger picture
- Passion for interacting with customers all day, every day
- Excellent communication skills. You need to be a very competent writer with the ability to explain complex topics in easy to understand and concise language.
- Candidates must be resilient, eager to learn, adaptable, and able to use ambiguity in a fast-growing environment.
- Experience using help desk software and remote support tools
- Patience when handling tough cases
- Must be home based in the United States and not require visa sponsorship
Work from home office requirements(if applicable)
- Designated workspace free from noise and other distractions
- Remote office Internet connection via DSL or Cable Modem with minimum speed of 10mbps down and 1mbps up
- All Cover Whale hardware you receive needs to be connected to a surge protector
- High-speed internet access is at your expense unless otherwise required by law
Benefits
- Competitive Pay
- Medical/Dental/Vision
- Short/Long Term Disability
- Employer Paid Life Insurance and AD&D
- Matching 401k Plan (after being employed for 90 days)
- Unlimited Vacation Policy
- Generous Parental Leave Program
- Employee Assistance Program