Service Support

As a Service Support Specialist at COVU, your main responsibility will be to respond to customer inquiries, assist with policy servicing, and ensure customer satisfaction through efficient case management. You will collaborate with various internal teams to manage account billing, policy renewals, and respond to carrier notices. This role requires a strong sense of urgency, adaptability, and a proactive attitude toward meeting daily and monthly performance metrics. - Insurance Policy Servicing: You will manage and update customer policy information, assist with policy renewals, and handle carrier notices. - Customer Inquiries: Answer general inquiries and respond to customer needs with accurate and timely information. - Account Management & Billing: Assist customers with account management, billing inquiries, and non-premium bearing policy amendments. - Data Management: Update customer information and policy details in Salesforce, ensuring accurate and timely documentation. - Call Management: Handle 40-60 customer calls daily, providing quality support and maintaining a low call abandonment rate. - Collaboration: Work with cross-functional teams to resolve customer issues and improve service delivery. - Customer Satisfaction: Ensure a CSAT return rate of 90% with an average score of 4.7. - Continuous Improvement: Be coachable and adaptable to changes in market conditions, processes, and service needs. - English speaking (SPANISH SPEAKERs NEEDED) - Strong customer service skills with a focus on communication and problem-solving. - Ability to handle high call volumes and manage multiple cases simultaneously. - Proficient in Salesforce or similar CRM/AMS platforms. - Self-motivated with a sense of urgency and adaptability to changing market needs. - Ability to work independently and be open to feedback and coaching. COVU is a dynamic InsurTech company focused on creating seamless insurance experiences for customers. The team is passionate about innovation, customer success, and providing exceptional service in the insurance industry.,