Job Details
**Customer Experience Representative (Remote)**
Columbus, Ohio / Customer Service / Full Time At Cover, we want to become the largest and most customer centric insurance company in the world. Founded in 2016, Cover is a mobile-first insurance platform licensed in all 50 states, working with over 35 carriers. We were part of Y Combinators W16 batch, and have gone on to raise $27 million across three funding rounds backed by world class investors. Were growing fast. In the past year weve scaled the team across our San Francisco and Toronto offices. Across our diverse and multi-skilled team were working together to deliver a service thats effortless to interact with, transparently priced, and built on a sustainable and long term footing. Were pushing hard to make our vision of insurance a reality and we want dedicated, inquisitive and collaborative people who are ready to play their part in achieving our goal.
Cover is seeking an experienced Customer Experience Representative to support our current and future growth. This role encompasses both large and small needs of the business. You will be expected to interact with employees within all levels of the organization and provide best in class customer service. **Job Duties**
+ Champion a culture of customer success
+ Demonstrate effective team skills in actions, communication, and management practices
+ Maintain individual contributor KPIs that align with our best in class customer experience
+ Handle customer questions and requests and ensure concerns are being resolved to the utmost satisfaction
+ Manage customer policies and keep records of customer interactions with the use of CRM software
+ Develop and maintain close relationships across product management, engineering, and marketing
+ Follow customer service policies and procedures, driving improvements across the entire team
+ Monitor customer feedback and develop new techniques to ensure customer retention.
+ Proven customer support or customer success experience
+ A deep understanding of managing ticketing systems such as Kustomer, Zendesk, or Desk.com
+ Ability to multitask, prioritize, and manage time effectively
+ Knowledge of data tracking, reporting, analysis, and the use of enterprise-level CRM software
+ Excellent verbal and written communication skills
+ Experience working with a company that has experienced a rapid growth phase
+ A builders mentality with a natural curiosity for solving difficult problems
**Benefits**
+ Employer supported healthcare/dental/vision
+ Fun and engaging work environment
+ $200 annual health benefit
+ $1000 annual learning/advancement budget
+ Flexible PTO