Service Support Specialist

About the role

Covu is seeking a dedicated Service Support Specialist to join our dynamic team. This role is pivotal in ensuring that our clients receive exceptional service and support as they navigate our innovative insurance solutions. The ideal candidate will possess a strong customer service orientation and the ability to troubleshoot effectively. You will be the first point of contact for our clients, addressing their inquiries and resolving issues promptly to enhance their experience with our products.

Key facts

What you'll do

• Serve as the primary contact for clients, providing timely and accurate responses to their inquiries regarding our insurance products and services.
• Troubleshoot and resolve client issues through various communication channels, including phone, email, and chat.
• Maintain detailed records of client interactions and issues in our customer relationship management (CRM) system to ensure continuity of service.
• Collaborate with cross-functional teams, including sales and product development, to relay customer feedback and suggest improvements.
• Assist in the onboarding process for new clients, ensuring they understand how to utilize our services effectively.
• Conduct follow-up communications with clients to ensure their issues have been resolved satisfactorily and to gather feedback on their experience.
• Develop and maintain a comprehensive knowledge base of our products and services to enhance your ability to assist clients effectively.
• Participate in training sessions and workshops to stay updated on product changes and industry trends.
• Identify recurring issues and work with the team to develop solutions that improve overall service efficiency.
• Monitor service metrics and report on performance to help drive improvements in client satisfaction.
• Contribute to the creation of support documentation and resources that empower clients to find answers independently.
• Engage in continuous learning and professional development to enhance your skills and knowledge in customer support and insurance services.

Requirements

• A minimum of 2 years of experience in a customer service or support role, preferably in the insurance or financial services industry.
• Strong verbal and written communication skills, with the ability to convey complex information in a clear and concise manner.
• Proficiency in using customer support software and CRM systems; experience with Zendesk or Salesforce is a plus.
• Excellent problem-solving skills and the ability to think critically under pressure.
• Demonstrated ability to work independently and manage multiple tasks effectively in a fast-paced environment.
• A customer-centric mindset with a passion for helping others and delivering exceptional service.

Nice to have

• Familiarity with insurance products and services, including property, casualty, and life insurance.
• Experience working in a remote team environment, with a proven track record of self-motivation and accountability.
• Knowledge of industry regulations and compliance standards related to insurance services.

Skills & tools

• Strong proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and Google Workspace (Docs, Sheets, Slides).
• Familiarity with project management tools such as Trello or Asana to track tasks and collaborate with team members.
• Ability to learn new software and tools quickly, adapting to changes in technology and processes.

Practical notes

• This position is a contract role, with the possibility of extension based on performance and business needs.
• The salary for this role is competitive and commensurate with experience.
• Covu is committed to fostering a diverse and inclusive workplace and encourages applicants from all backgrounds to apply.
• The work schedule may require flexibility to accommodate client needs across different time zones.
• Applicants must be eligible to work in the United States; visa sponsorship is not available for this position.

Join Covu and be part of a team that is transforming the insurance landscape through innovative solutions and exceptional customer service. If you are passionate about helping clients and thrive in a supportive, collaborative environment, we encourage you to apply for the Service Support Specialist position today.