Customer Service Representative (Bilingual)

Welcome to Cover Whale!

Are you passionate about making roads safer while providing excellent customer service? At Cover Whale, we’re not just about selling insurance; we’re about improving road safety through our innovative driver coaching and safety programs. By joining us, you will play a pivotal role in ensuring that our clients receive the support they need, while also contributing to a mission larger than ourselves.

We are looking for a Customer Service Representative (Bilingual) who thrives in a dynamic environment and is eager to make a difference. This role offers you the unique opportunity to connect with our agency partners and policyholders, providing essential support on everything from billing inquiries to policy changes.

Our customers aren't just numbers; they’re individuals relying on our expertise, and you’ll be their superhero! If you have the skills to deliver top-notch service and are fluent in both English and Spanish (preferred), we want you on our team!

Your Impact:

• Engage with customers to resolve inquiries related to pricing, premiums, policy status, and much more, all while showcasing your problem-solving prowess.
• Respond promptly to calls, emails, and chats, ensuring a swift and accurate resolution, all within established timelines.
• Review and process applications and policy changes, adhering to our established underwriting guidelines.
• Calculate rates and perform premium breakdowns to ensure customers are well-informed and satisfied with their coverage.
• Guide and educate agents through our quoting platform and underwriting guidelines, helping them provide better service to their clients.
• Share your insights and knowledge about our products, contributing to continuous process improvements that benefit everyone.
• Nurture relationships with agency partners, promoting renewals through your exceptional service.

What We’re Looking For:

• Bachelor’s degree from an accredited institution;
• 3+ years of insurance experience is a must!
• Spanish fluency is preferred.

Key Skills:

• Superior customer service and communication skills. You need to be a competent writer with the ability to explain complex topics in easy-to-understand language.
• Address diverse customer inquiries independently using sound logic, product knowledge, and established company guidelines.
• Make sound judgments autonomously while understanding when to tap into the company’s resources or elevate more complex matters. 
• Experience utilizing business applications like Zendesk, HubSpot, Slack, or Excel, with an overall strong technical aptitude.
• Analyze customer issues and questions to uncover root causes and quickly determine appropriate solutions or escalation paths.
• Be resilient, eager to learn, adaptable, and have experience working in a startup environment.

Compensation:

The salary range is $62,000-$68,000K. Base pay if hired will be determined on an individualized basis, geographical location, and is only part of the total compensation package.

Perks/Benefits:

• Health/Dental/Vision
• Employee Assistance Program
• Flexible Vacation Policy
• 401k – Employer Match.

Cover Whale works to maintain the best possible environment for our employees, where individuals can learn and grow with the company. We strive to provide a collaborative environment where each person feels encouraged to contribute to their processes, decisions, planning, and culture.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.