Customer Success Representative (Direct Team)

Honeycomb is a deep-tech, digital insurer focusing on multi-family property insurance, a $34B market in the US alone. Our core value proposition is delivering a differentiated, long-lasting customer and partner experience. Our proprietary Artificial Intelligence technology enables us to do so while generating 4x YoY topline growth and unparalleled profit margins.

In contrast with the traditional insurance industry, which relies primarily on costly manual labor, Honeycomb already automated 60% of its underwriting processes achieving significantly better customer experience, consistency, and scalability and at the same time, delivering extremely low and highly consistent loss ratios. Honeycomb is expected to have crossed $100M in annual sales in 2024 while maintaining its strong and highly sustainable growth.
 

What You’ll Do

As a Customer Success Representative, you’ll spend your time providing exemplary customer service to our external agency partners and their clients, with an additional focus on supporting our internal insurance agent and direct customers. 

• Serve as a first point of contact by answering inbound calls, email inquiries, and chat messages, in the process establishing and maintaining effective relationships with customers by providing the highest level of service experience
• Support our internal Direct Sales Representatives , providing service to our clients and addressing Direct Sales support needs.
• Responsible for several aspects of servicing including change requests and issuing certificates of insurance.
• Consult insureds on available coverage options and how to most effectively insure their properties
• Partner with product development team as a critical part of the feedback loop that ensures ongoing product-market fit
• Help gather additional information from agents required in obtaining a quote as well as assists in making changes to existing open quotes
• Work towards resolving agent/customer service and billing related inquiries and escalate to relevant departments where needed
• Ensure that account notes are current, complete, and associated to the applicable assets in the Customer Relationship Management (CRM) platform
• Consolidate and escalate product feedback based on customer/agent suggestions aswell as your own observations
• Support internal processes such as agency appointments and producer login creations
• Advise customers/ agents on technology best practices
• Assist in other duties as requested

Requirements

• Active P&C License
• Commercial real estate insurance experience preferred
• At least 3 years experience in a similar role
• Adaptable to regular process changes and technology updates
• Strong typing skills and comfort with cloud-based systems including knowledge of CRM
  tools and telephony
• Ability to solve problems analytically
• Hybrid role with travel to downtown Chicago office 2x weekly (Tuesdays & Thursdays)
• Capable of executing a range of diverse tasks, prioritizing, and efficiently managing time
• Having the ability to meet assessment, knowledge checks, and application expectations
  during training
• Excellent communication skills with the ability to actively listen, empathize, build trust,
  establish rapport, and effectively de-escalate customer issues.
• Integrity, commitment, and drive to deliver a positive, differentiated service that improves
  our customers’ experience.
• Knowledge of CRM tools such as Hubspot or Salesforce

Benefit

• Salary: $55,000
• Health Benefits
• Employee options grant
• 401K
• Flexible paid time off
• Paid national holidays