Customer Service Representative

Job description

We're a fast-growing insurance brokerage serving thousands of customers nationwide. Our founding team brings exceptional experience from top-tier firms, including Coatue, Carlyle, Goldman Sachs, Tesla, Alloy, and Boston Consulting Group.

We're expanding quickly and need dedicated professionals who can handle our intense pace and high volume of customer interactions.

Job Overview

We're seeking a high-performing Customer Service Representative who thrives in an extremely fast-paced environment. This position will have you managing multiple communication channels (phone, email, text) throughout your shift, resolving customer inquiries, and converting them into actionable tickets.

This is a dynamic, high-volume role where you'll be actively engaged with customers and problem-solving from the moment you start until the end of your shift. You must gain energy from helping customers navigate complex insurance matters and maintain unwavering professionalism even when dealing with challenging situations.

Schedule & Compensation

• Hours: Full-time, East Coast business hours

• Compensation: $70,000.00 - $80,000.00 per year

• Location: San Francisco office (in-person, 5 days per week)

• Employment: W2 with full benefits

Key Responsibilities

• Manage inbound customer communications across multiple channels (phone, email, text)

• Convert customer inquiries into accurate, actionable service tickets

• Provide consultative customer service, helping clients understand what they need even when they aren't sure themselves

• Handle difficult or frustrated customers with patience and professionalism

• Process insurance-specific requests, including COIs, inspection scheduling, claims inquiries, and payment questions

• Ensure all customer requests are accurately captured, prioritized, and routed for fast resolution

• Prepare insurance documentation, including binding document packages

• Coordinate with underwriters, sales teams, and other internal departments to resolve customer issues

• Maintain detailed records of all customer interactions and follow-up actions

• Work collaboratively with outbound/case management personnel to ensure smooth handoffs

Required Qualifications

• Customer service experience, with prior success in fast-paced environments

• High school diploma or GED

• Exceptional communication skills across multiple channels (verbal and written)

• Outstanding ability to remain calm and professional when dealing with frustrated customers

• Excellent problem-solving skills to quickly identify customer needs and appropriate solutions

• Strong attention to detail when capturing and documenting customer requests

• Ability to prioritize effectively in a high-volume environment

• Insurance industry knowledge preferred but not required (training provided)

• Proficiency with Adobe and Microsoft Office Suite

What Success Looks Like

You'll spend your day connecting with customers across multiple channels, listening carefully to their needs, and turning vague requests into clear action items. You'll need to maintain enthusiasm and professionalism even when dealing with challenging customers. You'll be the critical first point of contact, ensuring that customer issues are properly documented and routed for quick resolution.

This role is ideal for someone who:

• Excels at providing empathetic, solution-oriented customer service

• Stays calm and effective under pressure

• Enjoys solving problems and finding creative solutions

• Can translate complex customer needs into clear action items

• Takes pride in being the customer's advocate while following company protocols

• Thrives in a dynamic environment with varied tasks and challenges

Benefits:

• Dental insurance

• Health insurance

• Vision insurance

• Daily paid lunch and dinner

Job Type: Full-time

Pay: $70,000.00 - $80,000.00 per year

Schedule:

• East Coast business hours