Senior Customer Experience Representative

Root; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

An innovative FinTech company is seeking a Senior Customer Experience Representative to join their dynamic team. This role is pivotal in shaping customer relationships and providing exceptional service. You will engage with customers to understand their needs, educate them on insurance products, and resolve inquiries effectively. With a focus on collaboration and impact, this position offers the chance to work in a fast-paced environment where your contributions directly influence the customer experience. If you're passionate about helping others and thrive in a supportive, technology-driven culture, this opportunity is perfect for you.

Qualifications

• 1-2 years of customer service experience, insurance background preferred.
• Personal Lines License or willingness to obtain within 30 days.

Responsibilities

• Manage customer relationships and provide excellent service.
• Educate customers on coverage options and insurance products.
• Meet and exceed monthly KPIs and metrics.

Skills

Customer Service

Communication Skills

Problem-Solving

Active Listening

Detail Oriented

Time Management

Education

Personal Lines License

High School Diploma

Tools

Microsoft Office

Google Suite

Job description

Senior Customer Experience Representative

Apply locations Remote - US time type Full time posted on Posted 2 Days Ago job requisition id JR101819

CURRENT ROOT EMPLOYEES - Please apply using the career page in Workday. This career site is for external applicants only.

We are looking for a Sr. Customer Experience Representative. At Root, the customer is at the heart of all we do. Our Customer Experience Team is the gateway to our customers’ first impressions and directly shapes both our customer experience and their product relationship.

Root is a “work where it works best” company. This means we will support you working in whatever location that works best for you across the US.

Compensation: This position pays $20.75 per hour (non-negotiable).

Schedules: The schedule will vary, shift times span Monday through Friday, 8:45 AM to 8:30 PM EST.

How You Will Make an Impact

1. Personal Lines Licensed Representative with ability to direct, manage and handle transactions financially impacting customers.
2. Receive inbound calls and foster a strong customer relationship by building rapport.
3. Leverage internal tools to research and resolve customer requests thoroughly and accurately.
4. Educate, advise, and consult current and potential customers on coverage choices.
5. Independently identify appropriate insurance products and coverage amounts to align with customer needs, goals and risk tolerance.
6. Create quote options based on customer needs and educate on coverage limits when applicable.
7. Meet and exceed monthly KPIs/metrics assigned by the business unit.
8. Recommend improvements to improve internal tools, product/app, marketing and overall product experience.
9. Responsible for maintaining all ongoing continuing education for Personal Lines license as it is required by the state.
10. Deliver consistent positive customer experience by promptly replying to customer inquiries in a timely, friendly and accurate manner.
11. Ability to independently operate and succeed in ambiguous situations.

What You Will Need to Succeed

1. 1-2 years of customer service experience, insurance background preferred.
2. Personal Lines License (or willingness to obtain within 30 days of employment).
3. Ability to work in a fast paced, high volume call environment.
4. Ability to handle responsibilities and assignments with limited oversight.
5. Excellent written/verbal communication and problem-solving skills.
6. Ability to be timely, patient, and attentive to customer needs and requests.
7. Friendly disposition with natural ability to read customers and use active listening to determine needs.
8. Willing to go the extra mile attitude.
9. Willingness to learn and ability to gain deep knowledge of the insurance product and smartphone app.
10. Detail oriented with affinity for multi-tasking.
11. Basic knowledge of Microsoft Office and Google Suite.

Note: This is an Evergreen Job Posting

We are continuously looking to connect with top talent for future opportunities at Root. By applying to this evergreen posting, you're expressing interest in potential upcoming openings.

Our Talent Acquisition team regularly reviews applications and will reach out to qualified candidates as hiring classes are opened. We encourage you to apply if you're interested.

Don’t meet every single requirement?

Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Root, Inc., we are dedicated to building a diverse and inclusive workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway!

Join us

At Root, we judge people based on the merit of their work, not who they are. If you are passionate about what this role entails and solving real problems, we encourage you to apply. We want to learn about you and what you can add to our team.

Who we are

We’re harnessing the power of technology to revolutionize insurance. Using machine learning and mobile telematic platforms, we’ve built one of the most innovative FinTech companies in the world. And we’re just getting started.

What draws people to Root

Our success is in large part due to our unwavering standards in hiring. We recognize that our products are only as good as the people building and promoting them. We want individuals who find solutions by going through the cycle of ideation to implementation with curiosity, rigor, and an analytical lens. Ask anyone who works here and you’ll hear similar reasons for why they joined:

Autonomy—for assertive self-starters, the opportunities to contribute are limitless.

Impact—by challenging the way it’s always been done, we solve problems that have a big impact on our business.

Collaboration—we encourage rich discussion and civil debate at every turn.

People—we are inspired by the collection of crazy-smart people around us.