Assistant Customer Service Managers are a hybrid of being the face of Clearcover to our customers as well as managing junior team members. They help customers purchase insurance, change their insurance policies, support their junior team members, and more. Our ACSMs are empathetic, friendly, passionate people who love connecting with and helping others. They have a sixth sense for interpreting customer concerns and an enthusiasm for addressing them. Clearcover ACSMs remain calm under pressure, thrive on the challenge of turning frowns upside-down, and have a passion for creating lifelong customer relationships. Going above and beyond for a customer is our ACSM's standard mode of operation, which has empowered Clearcover to drive customer satisfaction that far exceeds the P&C insurance industry standard.

What will you do?

Individual Contributor-Related Items

• 50% of your time will be:
  • Fanatically monitoring and replying to live product feedback, problems, and questions via phone, email, and chat
  • Providing expert customer service that transforms Clearcover customers (including really frustrated ones) into brand evangelists 
  • Identifying and assessing customers’ needs through relatively unstructured interaction 
  • Handling customer complaints, providing appropriate solutions and alternatives, and following up to ensure resolution 
  • Building sustainable relationships and trust with customers through open and interactive communication 
  • Contributing to process and product information in the team's Knowledge Base
  • Keeping records of customer interactions, processing customer accounts, and filing documents 
  • Delivering on Clearcover’s promise to our customers by actually solving their problems (also paying attention to a few service level guidelines and policies)
  • Analyzing in-process product changes and suggesting modifications based on your user expertise

People Management-Related Items 

• Coach junior team members (provide feedback, conduct performance reviews, create performance improvement plans, provide guidance, and support career development)
• Create and maintain the coverage schedule
• Interview candidates
• Mentor team members on best practices related to customer interactions and efficiencies

Escalation-Related Items 

• Handle customer escalations via phone, email, and chat
• Respond to process-related questions posed by junior team members
• Review and respond to customer comments shared via social media
• Update internal ticketing system with pertinent information

Cross Department-Related Items 

• Work with the training team to develop and plan training sessions
• Collaborate with the content team to create and modify internal sources of information
• Work with the product team to help brainstorm ways to improve the customer and CA experience

 What do you need? 

• Proven customer support/success experience or experience as a client service representative and track record of providing excellent customer care 
• Strong active listening skills; able to communicate clearly through phone conversations 
• Excellent grammar and writing skills
• Demonstrated ability to understand and translate insurance information to the average person
• Familiarity with CRM & support systems and practices
• Demonstrated ability to remain friendly under pressure and resilient to negativity
• Demonstrated ability to balance the needs of the customer with the needs of the business
• Ability to multitask, prioritize, and manage time effectively 
• BA/BS in English, Communication, or comparable work experience
• P&C license is preferred 
• Ability to work evenings and weekends when necessary
• Willingness to work more than a 40 hour work week when the business requires it - this is a salaried position and does not pay OT
• A tactful, timely sense of humor is also a must. We’re getting funnier but we can still be funnier-er