Community Support Specialist at Assurance

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About Assurance
At Assurance we are disrupting the antiquated and inefficient world of insurance and financial services. Our team of world class software engineers, data scientists, and business professionals are modernizing how people obtain and manage their financial life all through our powerful platform ecosystem. We are rapidly growing as we expand our product offerings and global footprint, and this growth continues to present new and exciting challenges as we push our industry into its future. We eliminate waste throughout the industry and calculate the complex into simple, valuable solutions to improve people's lives. We are humble, driven, and committed to improving the lives of millions. 
About the Person 
A core part of what we’re building at Assurance is a large network of on-demand independent insurance agents that access our platform to connect with interested consumers. As we build the future of insurance and financial services, our Community Support Specialists (called User Engagement Specialist (UES) internally) are at the core of our agent support team, seeing new agents through from onboarding to success on the Assurance platform. This means the ideal candidate will thrive in a fast-paced environment where they are asked to wear multiple hats, be comfortable with change and working independently, and have a bias for action. This job requires an approach that welcomes challenges as exhilarating opportunities to overcome and achieve. Customer service, analytics, and communication skills will always be top of mind for you, as you’ll be working with agents in many stages of their life on the Assurance platform.  
 
This is an ideal opportunity for someone who is interested in developing and strengthening their community management and operational skills, while impacting the experience and success of the platform users they interact with daily. You come from a strong community support background and are eager and ready to become an expert in Medicare insurance sales!

KEY RESPONSIBILITIES:

  • Schedule meetings and help manage calendars for a high volume of agents being onboarded, along with supporting your Onboarding Success Manager’s schedules as needed.
  • Responsible for the day-to-day activities associated with the Onboarding of new independent agents. Scheduling appointments as needed. 
  • Help maintain and update documentation for the onboarding process. 
  • Regularly pull reports from Salesforce, Looker (or similar BI tools) and monitor stages of the prospective agents to better determine where to focus efforts. 
  • Reviews current processes to determine if they are efficient and effective. Make recommendations for process improvements and implements. Develop and participate in the implementation of new systems and processes.
  • Know and support new agents through the onboarding training steps. 
  • Direct agents to training and technical support on all related systems and applications where needed. 
  • Does over the phone training or coaching as agents request or need. 
  • Support agents with weekly and/or daily calls.
  • Regularly provide community messaging to help morale, keep agents up to date, and provide general agent support. 
  • Resolve process-related, procedural problems, and inquiries.
  • Works with the team to manage & update operational procedures for various areas within Assurance. 
  • Review any KPI’s or questions from agents on their performance and how to improve. 

The be successful in this role, you must possess:

  • 1-2 years of experience as a community manager, operations coordinator, sales ops, or other similar role. 
  • Excitement around identifying challenges and implement solutions. 
  • Excellent organizational skills. 
  • Strong interpersonal, oral and written communication skills. 
  • Excellent customer service and community management skills. 
  • Excellent attention to detail within a fast-paced and entrepreneurial environment. 
  • Strong command of Microsoft Office and familiarity with Salesforce, applicant tracking software, project management software, and/or other business intelligence tools. 
  • Flexibility and willingness to learn and work on different tasks as needed. 
  • Ability to take initiative and manage multiple tasks and projects at a time. 

The following additional is highly desired:

  • Prior experience in an administrative role in a startup or young company preferred. 
  • Experience working with on-demand networks preferred. 
  • Experience within a startup or a company that is scaling quickly preferred. 

Please review our CCPA policies here.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • DB2Databases
    • PostgreSQLDatabases
    • Google AnalyticsAnalytics
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • SalesforceCRM

Location

We're located in the heart of downtown Seattle at the corner of 5th and Madison, conveniently between Westlake Center and Pioneer Square.

An Insider's view of Assurance

What’s the vibe like in the office?

“We're all so friendly and open to working and collaborating. We care for each other's work and personal health so that we can all be strong and grow together. No teammate gets left behind.”

Adrienne

Partner Marketing Specialist

What does your typical day look like?

“If I write code in the morning it often goes out on the same day, impacting thousands of customers and often having a noticeable change on our 'mission control' style dashboards throughout the office.”

Alex

Senior Software Engineer

What makes someone successful on your team?

“Everybody is very smart but not arrogant. In the data team, especially, everybody puts the team first over themselves - there are no egos. It is always about making things better for the team and the business.”

Callum

Director of Data Engineering

How do your team's ideas influence the company's direction?

We are calculated decision-makers. Every idea is a potential experiment waiting to be tested. We drive the business forward by rapidly iterating on several ideas leveraging the data to tell us which direction we should take next.

Megan

Principal Data Scientist

What are Assurance Perks + Benefits

Assurance Benefits Overview

Our Benefits

Flexible Working Environment
Your schedule and working hours are up to you at Assurance. We care more about results than when and where you get your work done, and we find that a flexible schedule can help alleviate the stress of a rigid work-life balance.

Unlimited Time Off
We work hard, so it’s important that we take time to refresh and reset when we need it. We empower our employees to take the time that make sense for them.

Nutritional Snacks and Weekly Lunches
We encourage a healthy lifestyle for employees in all ways that we can, and we don’t want it to be tough to find sustenance when you’re hard at work! We provide healthy, nutritional snacks throughout our office, and outstanding local coffee. We also host a weekly lunch, featuring top local restaurants, to accompany our all-company meeting.

Commuter Benefits
We want to make sure it’s easy for you to get to and from work, so we a provide free public transportation or greatly subsidized parking close to our office.

Inspiring Offices
From the beginning, our founders believed that beautiful, open, inspiring spaces lead to energy and creativity. We seek beautiful office spaces in all of our locations, and in 2020 we’ll be taking occupancy of a stunning new office on the top two floors of Madison Center in downtown Seattle – this space features floor to ceiling windows with stunning 360 degree views of the Puget Sound, and an exclusive private rooftop deck.

Competitive Health Benefits
Access to high quality healthcare is core to our business, and we care that our employees don’t have to worry about visiting a doctor. All employees receive competitive health, dental, and vision benefits packages.

Choice of High-End Equipment
We want to make sure you’re empowered to create amazing things. We give new employees the option of a variety of high-end computers and accessories.

Investment Opportunities
We believe in the importance of investing in yourself in a variety of ways, including financially. We offer a strong 401k plan, with options to invest in traditional, Roth, and after-tax options, all backed by a best-in-class platform from Prudential.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Daily stand up
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Assurance provides flexible start and end times for our employees
Remote Work Program
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Some Meals Provided
Happy Hours
Happy hours are hosted Once per week.
Parking
We offer employees A parking subsidy.
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
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