Thimble is seeking a licensed P&C Customer Success Representative to add to our team, located on the West Coast (Pacific Time Zone). In this role, you will provide outstanding service to our customers and brokers by answering questions, handling complaints, and troubleshooting problems. This role includes assisting prospective customers with insurance and underwriting questions related to our appetite and binding policies on our platform. You will also assist with broker sales support, including new broker onboarding and ongoing broker relationships.
The ideal Customer Service Representative can handle a high volume of emails and chats, and seeks to create a positive experience for each customer. Listening to understand the reason for their support request, addressing all questions or complaints, and providing accurate and efficient responses are all key parts of success for this role.
Please note: Our Thimble Fridays benefit (out of office at 12:00pm local time) is subject to a different day for the Success Team.
Roles and Responsibilities
Become an expert with Thimble’s products and services
Support the onboarding process for new brokers while delivering excellent customer service
Provide guidance and best practices on configuring and utilizing the Thimble Broker Portal
Assist new and existing customers through all of their inquiries and help them find a resolution to any questions or issues they may have
Help increase conversion by bringing valued product and insurance knowledge to the purchase experience for new customers
Meet defined Service Level Agreements for assisting new and existing customers with service requests
Provide excellent customer and broker support and assistance via email, chat, and phone
Dedicated to helping the customer at all costs; you are the front line between the customer and Thimble - we want to leave a positive impression and develop a relationship that keeps the customer happy
Assist with side projects as needed for the insurance and product teams
Collaborate with other teams to provide feedback on customer and broker experiences
What We’re Looking For
A Property & Casualty Insurance license is required
Small commercial business insurance experience is highly preferred
Prior work with insurance brokers or agencies
Experience in a fast-paced, high-volume support or customer service environment
Excellent written and oral communication skills
Highly organized with ruthless attention to detail
Ability to adapt to changes and learn quickly
Ability to manage multiple projects simultaneously
Bachelor’s degree preferred
What You’ll Do in 30 Days
Meet the team and gain a thorough understanding of our insurance product offerings, policies, different channels, and the ways that we sell coverage
Shadow and train with the Broker Success and Customer Success teams
Become familiar with our various software (Zendesk, Omni, Jira, and more)
Learn Thimble’s broker base and become comfortable answering various tickets
What You’ll Do in 60 Days
Be completely comfortable with our suite of products and offerings
Be able to receive and respond to most tickets, with support from the Broker and Customer Success team
What You’ll Do in 90 Days
Full end-to-end product knowledge
Have complete ownership of your area within the team, and be fully skilled in support via email and chat
Be integrated with other teams and collaborate on Thimble’s projects
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