CS Specialist, Service Support Team

Pie's mission is to empower small businesses to thrive by making commercial insurance affordable and as easy as pie. 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.

Responsibilities

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, working with Engineering to represent and troubleshoot the immediate issue while also identifying broader trends and opportunities to leadership; 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; Assist other teams with similar customer case and phone support as needed

Requirements

High school diploma or equivalent experience is required; 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; G-Suite Tools, Salesforce, Collaboration tools, basic office machines; Basic self-direction and responsibility for own tasks, deliverables and timelines; Regular attendance and punctuality are essential requirements; Ability to adhere to a consistent work schedule and meet attendance expectations; Dependability in this area ensures team collaboration, supports operational effectiveness, and delivers exceptional service to our customers

Nice to have

1 year in a high-volume customer contact environment; Slack

Benefits

Competitive cash compensation; Comprehensive health plans; Generous PTO; Future focused 401k match; Generous parental and caregiver leave; Our core values are more than just a poster on the wall; they’re tangibly reflected in our work; Discretionary bonuses