Customer Service Specialist (Service Support Team)

• Resolve customer emails requests (cases) with accuracy and timeliness:
• Provide specific assistance related to agency commission questions and common issues, such as account updates and financial information
• Manage final resolution for specific document requests that generate from other teams
• Assist customers with technical issues & pursue long-term internal solutions when possible:
• Assist customers with technical issues, working with Engineering to represent and troubleshoot the immediate issue while also identifying broader trends and opportunities to leadership
• Ensure technical success for agencies:
• Support new agency partner setup that can include CRM and portal configurations, as well as reverse engineering for offboarding steps
• Assist with the set of tasks to change business relationships across agencies (consolidation or restructure)
• Manage headcount process ensuring data alignment, accurate job descriptions, and process continuity
• General customer support:
• Assist other teams with similar customer case and phone support as needed

Benefits

• Flexible work: Pie offers in-office, hybrid, and remote work options so you can create the work environment that’s best for you
• Fully paid health care: Pie covers the health, vision, and dental premiums for full time employees and covers a percentage of premiums for spouses and children
• Equity and 401k: We think you should get a piece of the pie, so in addition to equity, Pie contributes to your retirement through a 401k
• Generous PTO: We want to make sure Pie-oneers have time to balance a rewarding work life and fulfilling personal life
• Parental leave: Pie knows your family is important, providing 100% compensation for the first three months of parental leave, as well as a generous return to work plan
• Caregiver leave: Pie offers caregiver leave so you have the time to dedicate to those who need your care
• HSA and Health FSA: Pie contributes $1,500 for individuals and $2,000 for family HSAs per year. Employees have the option to contribute to a Health FSA
• Dependent Care FSA: To help care for your dependents, Pie allows employees to set aside pre-tax dollars to be used for expenses like babysitters, daycare, summer camps, etc
• Pet insurance: Pie understands your pet is family and their care can be costly when they’re not feeling well. The plans provide reimbursement for common needs like exams, vaccines, x-rays, prescriptions, and much more!

• High school diploma or equivalent experience is required
• 1 year in a high-volume customer contact environment preferred
• G-Suite Tools, Salesforce, Collaboration tools (slack is preferred), basic office machines
• Emerging ability to apply analytical and critical thinking skills for roles when required
• Ability to solve simple problems within the team with guidance and apply creativity and challenge the status quo
• Basic self-direction and responsibility for own tasks, deliverables and timelines
• Emerging ability to consider the needs of others on the team while working with others on projects in a productive fashion to accomplish the team goals. Ability to develop and sustain collaborative working relationships and fully commit to a decision once it’s made
• Regular attendance and punctuality are essential requirements for this role. Success in this position relies on the ability to adhere to a consistent work schedule and meet attendance expectations. Dependability in this area ensures team collaboration, supports operational effectiveness, and delivers exceptional service to our customers