Customer Care Representative

 

Customer Care Representative

 

Base Pay Midpoint (Remote): $23.00/hour, non-exempt  |  Report To: Customer Care Manager

 

Hiring in the following states ONLY: AL, AZ, CA, CO, FL, GA, ID, IL, IN, IO, MD, MA, MI, MN, MS, MO, NV, NJ, NC, ND, OH, OK, PA, SC, TX, UT, WY

 

Are you ready to be a part of something BIG and GROUNDBREAKING?  

 

At Covered, we are focused on building the future of insurance.  Joining Covered Insurance means stepping into a FAST-PACED, INNOVATIVE environment where you can help to REDEFINE the future of insurance.  Unlike traditional firms, we leverage cutting-edge APIs, pre-built UI components, and a full-service licensed stack to create smarter, more customer-centric solutions.

 

Who Is Covered?

Covered, a best-in-class B2B2C embedded insurance marketplace, intends to make insurance easy to understand and painless to purchase. We believe the independent agent is increasingly important, and technology should be built to empower the agent and deliver delightful digital experiences to the customer. By partnering with lenders, financial institutions, and fintech companies, we deliver our personalized embedded insurance marketplace to their customers.  

 

About This Role

As a Customer Care Representative, you’ll be the heart of our customer experience, bringing energy, enthusiasm, and a problem-solving attitude to every interaction. You’ll communicate directly with our customers through various channels (phone, chat, text, email), helping them find solutions, answer questions, and ensuring they feel valued. With a smile in your voice and a commitment to excellence, you’ll leave our customers not only satisfied, but excited to come back!  Join our hungry, humble, talented, championship-winning team and take your customer service skills to the NEXT LEVEL!

 

About You And Your Experience

• High school degree or equivalent is required. 
• Current Property & Casualty License and experience in a related industry is required.
• Experience in working with Multiple carrier systems I.e. Traveler, Nationwide, Safeco, State Auto, and Progressive are a plus. 
• Minimum of two years working in a customer service related role is required.
• Demonstrated skills in problem solving, time management and analysis. 
• Excellent written and verbal communication skills.
• Strong working knowledge of computers and other office productivity tools, with aptitude to learn new software and systems.
• Generous with time spent building relationships with team members, partners and customers.
• Ability to work independently and as a collaborative member of a team. An appreciation for a transparent, open and honest working environment.
• Must value accountability and dedication to producing an excellent end result.
• Values the importance of representing and protecting the company’s cultural DNA.
• Bilingual is a plus.

 

Role Accountabilities Include, But Are Not Limited To:

• Assist in the processing of policy changes and aiding customers with billing related inquiries. 
• Research and resolve complex customer client inquiries and concerns in a timely and professional manner. 
• Responsible for cross selling, and upselling to ensure our customers are covered.
• Participate in educational opportunities to stay up-to-date and current on industry knowledge. 
• Review, add and update Covered Insurance and carrier systems to accurately reflect both automated and manual changes to customer policies. 
• Collaborate with Insurance Advisors and other teams and customers, as needed, to support the needs of our customers, partners and the business overall.
• Perform other related duties as assigned.

 

You Say Benefits? We Say “ItsCovered”

We believe in taking care of our team with a competitive benefits package that includes:

• Culture: work with passionate, innovative professionals who love what they do. Learn from the best, work with the best!

• Medical, Dental, and Vision Insurance to keep you healthy and covered.

• FSA and HSA for added financial flexibility.

• Life Insurance, AD&D, STD, and LTD to protect you and your loved ones.

• 401(k) Retirement Savings Plan to help you build a secure future.

• Casual Time Off Policy: take the time you need to recharge.

• 13 Paid Holidays per year to celebrate and relax.

Essential Role Requirements 

Must be able to be perform responsibilities with or without reasonable accommodation

• Work Environment:  Remote

• Physical Demands:

  • Must be able to sit for extended periods

  • Ability to work on the computer & use virtual communication tools

  • Effective listening & communication skills required

  • Proficient in English speaking & writing

  • Some travel may be required

 

Disclaimer

This job description aims to provide essential information about the scope of this position and the nature and level of work performed by individuals occupying it. It is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities, or working conditions associated with this position.

 

As with everything in life, circumstances change. The tasks, accountabilities, and experience requirements may be altered, added to, removed, amended, deleted, and modified at any time by management with or without prior notice.

 

We are committed to maintaining a workplace free from discrimination and harassment. We expect every team member to contribute to an environment where everyone feels included and respected. We are an equal-opportunity employer and do not discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability status. We make reasonable accommodations for the religious practices and any mental health or physical disability needs of applicants and employees. Employment decisions, including hiring decisions, are based on performance and experience.