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Matic · 17 hours ago

Senior Customer Service Representative

Columbus, Ohio, United States

Full-time

Onsite

Mid, Senior Level

$19.23/hr - $20.19/hr

1+ years exp

Matic is a startup revolutionizing the insurtech industry, and they are seeking a Senior Customer Service Representative to enhance customer satisfaction. The role involves providing exceptional service, retaining customers, and articulating the value of Matic's offerings while achieving team goals.

FinanceFinancial ServicesInsuranceInsurTechProperty Insurance

No H1B

Responsibilities

Provide expert service and guidance to our customers primarily over the phone, as well as email and text

Identify customers at risk of cancellation and use problem-solving skills to retain their business

Clearly articulate the Matic value proposition to reinforce why the customer chose us

Offer other insurance products (bundling) to our customers where applicable to increase their coverage and value

Achieve team goals for productivity, quality, client satisfaction) and policy retention

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

Inform customers they are being placed on hold. Check in every minute at a minimum to update

Every call and every interaction. Be proactive and if something is not right, own it

Be calm, professional, and empathetic. Represent the company as you would want your company represented

Don’t settle. Look for ways to improve daily

Qualification

Customer Service ExperienceDe-escalation SkillsEffective CommunicationMultitasking AbilityEmpathyPersuasivenessProblem-solving Skills

Required

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

Benefits

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!).