(West Region) P&C Customer Success Representative
About the Role
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.
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Become an expert with Thimble’s products and services
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Support the onboarding process for new brokers while delivering excellent customer service
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Provide guidance and best practices on configuring and utilizing the Thimble Broker Portal
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Assist new and existing customers through all of their inquiries and help them find a resolution to any questions or issues they may have
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Help increase conversion by bringing valued product and insurance knowledge to the purchase experience for new customers
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Meet defined Service Level Agreements for assisting new and existing customers with service requests
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Provide excellent customer and broker support and assistance via email, chat, and phone
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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
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Assist with side projects as needed for the insurance and product teams
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Collaborate with other teams to provide feedback on customer and broker experiences
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A Property & Casualty Insurance license is required
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Small commercial business insurance experience is highly preferred
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Prior work with insurance brokers or agencies
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Experience in a fast-paced, high-volume support or customer service environment
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Excellent written and oral communication skills
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Highly organized with ruthless attention to detail
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Ability to adapt to changes and learn quickly
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Ability to manage multiple projects simultaneously
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Bachelor’s degree preferred
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Meet the team and gain a thorough understanding of our insurance product offerings, policies, different channels, and the ways that we sell coverage
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Shadow and train with the Broker Success and Customer Success teams
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Become familiar with our various software (Zendesk, Omni, Jira, and more)
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Learn Thimble’s broker base and become comfortable answering various tickets
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Be completely comfortable with our suite of products and offerings
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Be able to receive and respond to most tickets, with support from the Broker and Customer Success team
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Full end-to-end product knowledge
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Have complete ownership of your area within the team, and be fully skilled in support via email and chat
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Be integrated with other teams and collaborate on Thimble’s projects