The Importance of this Role
We're looking for a Senior Customer Service Representative to be the voice of Matic! Your job is to keep our customers happy by providing top-notch service. You will work directly with customers over the phone to answer questions, resolve concerns, and ensure they stay with Matic for the long haul.
Responsibilities:
- Frontline Support: Provide expert service and guidance to our customers primarily over the phone, as well as email and text.
- Retention: Identify customers at risk of cancellation and use problem-solving skills to retain their business
- Value Articulation: Clearly articulate the Matic value proposition to reinforce why the customer chose us.
- Upselling: Offer other insurance products (bundling) to our customers where applicable to increase their coverage and value.
- Goal Achievement: Achieve team goals for productivity, quality, client satisfaction) and policy retention.
Our Expectations of an Inbound CSR:
- Save Attempt EVERY TIME: We require a save attempt to be made on every cancellation request.
- One Call Resolution: Do everything you can to solve the issue before ending the call.
- Customer Holds: Inform customers they are being placed on hold. Check in every minute at a minimum to update.
- We Champion Our Customers: Every call and every interaction. Be proactive and if something is not right, own it.
- Professionalism: Be calm, professional, and empathetic. Represent the company as you would want your company represented.
- Good, Better, Best: Don’t settle. Look for ways to improve daily.
Requirements:
- 1+ year of Customer Service experience (phone-based).
- Effective verbal communication skills with a talent for de-escalation and empathy.
- Tenacity and persuasiveness—you must be comfortable attempting to "save" a customer who wants to cancel.
- Ability to multitask: listening and responding to the customer while using a computer to research and enter information.
- Passion that can convey the value of our Matic message clearly.
What We Offer
- We offer a competitive base hourly rate of $19.23 to $20.19
- You have an ownership stake - all Maticians receive Matic stock options.
- Unlimited Paid Time Off.
- Company covered Health, Dental & Vision insurance for each Matician ($0 out of your paycheck for benefits), plus HSA with employer contribution.
- 401(k) Retirement Plan.
- Continuing education, licensing and professional development paid for by Matic.
- Career advancement - we have a culture that focuses on internal promotion and career growth.
- A TRUE team culture - One team, one dream is our company motto and while we are working hard to simplify the world of insurance, we never forget to play hard as well - we pride ourselves on frequent team events like happy hours, game nights, volleyball/kickball teams, etc!
- Modern office environment (that’s CDC compliant!) - we have a trendy HQ in the heart of German Village in downtown Columbus with awesome amenities including ping pong tables, coffee/espresso bar, flavored water bar (sparkling or still, your choice!).
About Matic
Matic is a startup with ample opportunities for growth. Since 2014, Matic has changed the landscape of the insurtech industry by integrating insurance within the home and auto ownership experience. Today, Matic’s digital insurance marketplace has over 50 A-rated home and auto carriers, as well as distribution partners in industries ranging from mortgage origination and servicing to banking, auto financing, and much more.
We hire rock stars who are passionate about owning their work and are obsessed with finding a better way. Working at Matic means working collaboratively towards one common goal; we are one team with one dream. We have a fast-paced culture that is driven by quality, transparency, and of course fun.
Applicants must be currently authorized to work in the United States on a full-time basis now and in the future. This position does not offer sponsorship.