Customer Success & Retention Advocate

Matic; Columbus (OH); On-site; USD 40,000 - 42,000; Full time

Benefits offered by this job

Unlimited PTO

Health, Dental & Vision insurance

Stock options

401(k)

Education and licensing paid

Career advancement

Team events

Job summary

Matic, a Columbus-based insurtech startup, seeks a Customer Service Representative to be the voice of Matic, handling inquiries by phone, email and text, resolving issues, and helping customers stay with us long term.

You will provide frontline support, identify at-risk accounts to save, articulate our value, and upsell insurance products. Benefits include stock options, unlimited PTO, health/dental/vision, 401(k), ongoing training, and a collaborative culture in German Village.

Qualifications

• 1+ year of Customer Service experience.
• Effective verbal communication with de-escalation and empathy.
• Tenacity and persuasiveness—you must be comfortable saving a customer who wants to cancel.
• Ability to multitask: listening and researching while entering information.
• Passion to convey the value of Matic clearly.

Responsibilities

• Provide frontline support to customers primarily over the phone, as well as email and text.
• Identify customers at risk of cancellation and use problem-solving to retain their business.
• Clearly articulate the Matic value proposition to reinforce why the customer chose us.
• Upsell other insurance products to increase coverage and value where applicable.
• Achieve team goals for productivity, quality, and client retention.

Skills

Customer service

Verbal communication

De-escalation

Multitasking

Persuasion

Job description

Matic, a Columbus-based insurtech startup, seeks a Customer Service Representative to be the voice of Matic, handling inquiries by phone, email and text, resolving issues, and helping customers stay with us long term.

You will provide frontline support, identify at-risk accounts to save, articulate our value, and upsell insurance products. Benefits include stock options, unlimited PTO, health/dental/vision, 401(k), ongoing training, and a collaborative culture in German Village.