Customer Experience Specialist

Customer Experience Specialist

Through a partnership-based approach, Coterie helps insurance professionals unlock untapped revenue in the small commercial space. With an innovative quoting platform that delivers accurate pricing and bindable quotes in less than one minute, Coterie makes small business insurance effortless. We are on a mission to build and foster a world-class team to bring speed, simplicity, and service to commercial insurance. We value integrity, humility, passion, and intelligence. If you want to push yourself and reshape a $200B+ market, we're excited to talk to you!

We're looking for a Customer Experience Specialist who is passionate about delivering efficient and accurate service and has experience in the commercial insurance space. We need someone who can deliver world-class customer service experiences while enhancing and improving customer account retention.

Ensure customer satisfaction by anticipating agent or policyholder needs and helping achieve success through various products. It is this customer-focused, service-based mentality that we expect to drive every interaction from initial inquiry through account renewal with a constant eye toward identifying the best possible policy and risk practice for our customers.

Hours : Monday-Friday 8 : 00am-5 : 00pm Central time zone

• Handle Policyholder and Agent Requests : Address and resolve policyholder and agent inquiries via phone, email, and form submissions related to policy changes, payment issues, and other insurance-related questions.
• Achieve First-Interaction Resolution : Strive for efficient and accurate resolution of inquiries during the first interaction to enhance customer satisfaction.
• Monitor and Respond to Voicemail : Manage the voicemail queue, ensuring timely and effective responses to all messages.
• Cross-Train for Versatility : Learn and perform various tasks across the Experience team's responsibilities to provide support during peak periods and cover for absences.
• Engage in Ongoing Training : Participate in new hire training and continuous learning opportunities to stay updated on products, systems, and process changes.
• Build and Maintain Customer Relationships : Develop strong relationships with customers, understanding their needs, offering guidance, and recommending improvements for enhanced service.
• Meet Internal Service Level Agreements : Follow internal SLAs for customer inquiries and escalate issues to leadership when necessary to ensure service standards are met.
• Perform Additional Duties as Assigned : Complete other tasks as needed to support team and department objectives.

What We Are Looking For :

What Will Make You Stand Out :

Our Interview Process :

Our hiring process generally consists of three phases. The goal is to provide an opportunity for us to learn more about our candidates while allowing them to get to know us as well!

What's In It For You :

Coterie has excellent benefits for all full-time employees. We offer the following :

Work Authorization : At this time, Coterie Insurance is unable to consider candidates who require current or future visa sponsorship. Applicants must have authorization to work in the United States without the need for sponsorship now or in the future. Falsification of an application, including work authorization status, is immediate grounds for dismissal from consideration.