What are the responsibilities and job description for the Call Center Customer Service Representative position at Matic?
About the RoleWe're looking for a Customer Service Representative to join our team! Your job is to help us keep our customers happy by providing top-notch service. You'll work directly with customers to meet their insurance carriers’ requirements, all while collaborating with our agents and advocating for everyone involved."What You’ll Be DoingProviding expert service and guidance to our customers over phone, email, and textEnsure correct documents are sent to customers based on their situationCompleting tasks with organized notes with consistent processesClearly articulating our Matic value proposition to the customerAchieving team goals for productivity, quality, client satisfaction and policy retentionOffering other insurance products to our customers where applicableOur Expectations of a CSR:Save Attempt EVERY TIME- We require a save attempt to be made on every cancellation requestCustomer Holds- Inform customers they are being placed on hold. Check-in every minute at minimum to updateWe Champion Our Customers- Every call and every interaction. Be proactive and if something is not right, own it. Be their advocate.Good, Better, Best- Don’t settle. Look for ways to improve daily. Can’t stop, won’t stop attitudeFeedback First- Welcome feedback with curiosity, not defensiveness. It is our responsibility to help each other growOne CST- Regardless of role, we are one team working togetherProfessionalism- Be calm, professional and empathetic. We are Matic, represent the company as you would want your company represented.One Call Resolution- Do everything you can to solve before ending the call. Don’t pass it off if you can finish it. If it is not done, it is not resolved Accountability- Own every call - see it through to completion. You own the outcome. What You Offer1 year of customer service experienceEffective communication skills especially over the phone. Ability to understand a customer’s situation and provide options towards resolutionTenacity and persuasiveness when it comes to doing what’s rightSelf-motivated, willing to learn, and able to adapt quickly to changeAbility to multitask as demonstrated by listening and responding to the customer while using a computer to research and enter informationPassion that can convey the value of our Matic message clearlyWhat We Offer Career advancement - we have a culture that focuses on internal promotion and career growth. 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.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 MaticMatic 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.Company DescriptionMatic 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 30 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.