Payroll Partner Service Advocate

Pie Insurance Group; United States; On-site; USD 60,000 - 80,000; Full time

Job summary

An innovative company is seeking a Payroll Partner Service Advocate to join their dynamic team. This role is essential for providing exceptional customer service to payroll partners, addressing routine to advanced inquiries, and ensuring efficient communication. The ideal candidate will have strong problem-solving skills and a background in customer service, particularly within the insurance sector. You will thrive in a collaborative environment, building lasting relationships while advocating for customer needs. If you are passionate about helping small businesses and want to be part of a team that values diversity and innovation, this opportunity is perfect for you.

Benefits

Competitive cash compensation

Equity options

Generous PTO

401k match

Generous parental leave

Flexible work environment

Qualifications

• 1+ year in a high-volume customer contact environment required.
• Knowledgeable about work products and can complete requests quickly.

Responsibilities

• Provide responsive service to payroll partners via phone and email.
• Handle policy issuance, follow-up communication, and cancellation requests.

Skills

Proficient communication skills

Intermediate problem solving skills

Customer service experience

Education

High school diploma or GED

Associate degree or technical school certificates

Bachelor’s degree

Tools

G-Suite Tools

Salesforce

Payment Processing Systems

Slack

Job description

Pie's mission is to empower small businesses to thrive by making commercial insurance affordable and as easy as pie. We leverage technology to transform how small businesses buy and experience commercial insurance.

Like our small business customers, we are a diverse team of builders, dreamers, and entrepreneurs who are driven by core values and operating principles that guide every decision we make.

The Payroll Partner Service Advocate is a key role for Pie's Payroll Partner team. This is a mid-level customer service team member who focuses on routine to advanced customer issues and resolves concerns and requests from payroll partners and insureds.

How You’ll Do It

Provide responsive, timely, and relevant service to payroll partners:

• Handles phone, email, and platform-based communication with payroll partners and cross-functional stakeholders to provide excellent customer service.
• Maintains SLA’s set by Payroll Partner Ops team in a consistent and efficient manner.
• Works as a team member to handle:
• Email requests
• Policy Issuance
• Follow-Up Communication
• Respond within 24 hours or less to requests from payroll partners
• Cancellation requests from insureds and partners
• Basic Billing related needs or questions
• Renewal policy management

Model the behaviors and strategies necessary to successfully interact with and resolve routine to advanced issues for payroll partners in all channels:

• Applies Workers Comp training and knowledge to policy, billing and agency questions, concerns, and production.
• Build relationships with partners and internal teams to provide consistent, excellent communication with customers.
• Seek resolutions to issues while also anticipating ways in which to prevent future issues.
• Voices the payroll partner’s needs and advocates for the customer and their perspective.

The Right Stuff

• A high school diploma or GED is required.
• Associate degree, trade or technical school certificates, or bachelor’s degrees are preferred.
• 1+ year in a high-volume customer contact environment is required.
• 6+ months of insurance customer service experience is preferred.
• Proficient communication skills to build strong and lasting relationships: able to clearly and professionally communicate with customers both verbally and in written form.
• Knowledgeable about work products and can complete requests with advanced speed, accuracy, and consistency - reducing hand-offs wherever possible.
• Intermediate problem solving skills to be able to resolve simple to moderately complicated problems quickly and effectively with little guidance.
• Developed self-direction and responsibility for own tasks, deliverables and timelines.
• Ability to work in a team environment, develop and sustain collaborative working relationships.
• G-Suite Tools, Salesforce, Payment Processing Systems, and Slack are highly preferred.

Base Compensation Range

$18.50 - $22 USD

• Competitive cash compensation
• A piece of the pie (in the form of equity)
• Generous PTO
• Future focused 401k match
• Generous parental and caregiver leave
• Our core values are more than just a poster on the wall; they’re tangibly reflected in our work.

Our goal is to make all aspects of working with us as easy as pie. That includes our offer process. When we’ve identified a talented individual who we’d like to be a Pie-oneer, we work hard to present an equitable and fair offer.

Location Information

Unless otherwise specified, this role has the option to be hybrid or remote. Hybrid work locations provide team members with the flexibility of working partially from our Denver office and from home. Remote team members must live and work in the United States* (*territories excluded) and have access to reliable, high-speed internet.

Additional Information

Pie Insurance is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristic.

Pie Insurance participates in the E-Verify program.

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Safety First: Pie Insurance is committed to your security during the recruitment process. We will never ask you for credit card information or ask you to purchase any equipment during our interview or onboarding process.