Senior Customer Service Representative

<p><strong>The Importance of this Role</strong></p> <p>We're looking for a <strong>Senior</strong> <strong>Customer Service Representative </strong>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.</p> <p><strong>Responsibilities:</strong></p> <ul> <li><strong>Frontline Support:</strong> Provide expert service and guidance to our customers primarily over the phone, as well as email and text.</li> <li><strong>Retention:</strong> Identify customers at risk of cancellation and use problem-solving skills to retain their business</li> <li><strong>Value Articulation:</strong> Clearly articulate the Matic value proposition to reinforce why the customer chose us.</li> <li><strong>Upselling:</strong> Offer other insurance products (bundling) to our customers where applicable to increase their coverage and value.</li> <li><strong>Goal Achievement:</strong> Achieve team goals for productivity, quality, client satisfaction) and policy retention.</li> </ul> <p><strong>Our Expectations of an Inbound CSR:</strong></p> <ul> <li><strong>Save Attempt EVERY TIME:</strong> We require a save attempt to be made on every cancellation request.</li> <li><strong>One Call Resolution:</strong> Do everything you can to solve the issue before ending the call.</li> <li><strong>Customer Holds:</strong> Inform customers they are being placed on hold. Check in every minute at a minimum to update.</li> <li><strong>We Champion Our Customers:</strong> Every call and every interaction. Be proactive and if something is not right, own it.</li> <li><strong>Professionalism:</strong> Be calm, professional, and empathetic. Represent the company as you would want your company represented.</li> <li><strong>Good, Better, Best:</strong> Don’t settle. Look for ways to improve daily.</li> </ul> <p><strong>Requirements:</strong></p> <ul> <li>1+ year of Customer Service experience (phone-based)</li> <li><strong>Effective verbal communication skills</strong> with a talent for de-escalation and empathy</li> <li>Tenacity and persuasiveness—you must be comfortable attempting to "save" a customer who wants to cancel</li> <li>Ability to multitask: listening and responding to the customer while using a computer to research and enter information</li> <li>Passion that can convey the value of our Matic message clearly</l