Customer Support Specialist

Position Summary

We are seeking a meticulous Customer Support Specialist committed to delivering exceptional customer service by managing inbound inquiries through phone, email, and chat. This role reports directly to the Support Manager and involves resolving issues, handling escalations, documenting interactions, and collaborating with internal teams to enhance service quality.

Company Overview

Our organization specializes in providing reporting, tax filing, educational resources, and compliance solutions tailored for state insurance departments, surplus lines associations, and insurance brokers across the nation. We foster a workplace culture centered on innovation, teamwork, flexibility, ongoing professional development, and continuous improvement.

Responsibilities

• Respond promptly and effectively to incoming customer queries via multiple communication channels including phone, email, and chat.
• Evaluate, classify, and if necessary, redirect support tickets to the appropriate internal team members.
• Perform troubleshooting to identify and resolve system or service-related problems.
• Handle customer escalations tactfully with empathy and good judgment.
• Maintain a high level of customer service consistently across all communication methods.
• Serve as an advocate for customers by recording feature requests, concerns, and product feedback.
• Keep detailed and accurate records of all customer interactions, decisions, and follow-up procedures.
• Work collaboratively with various departments to assess and enhance internal processes.
• Apply core customer service principles and best practices during daily engagements.
• Develop expertise in the industry specifics, including reporting, tax filing, and compliance solutions.
• Participate in innovative initiatives intended to improve products, services, and customer satisfaction.
• Engage with a team that values innovation, flexibility, and personal and professional growth.

Qualifications

• Minimum of one year of experience in a customer service role.
• Bachelor’s degree is preferred but not mandatory.
• Outstanding communication skills, both written and oral.
• Demonstrated technical aptitude and problem-solving ability to manage customer issues effectively.
• Strong organizational skills with a keen eye for detail.
• Proficiency in Microsoft Office applications.
• Excellent interpersonal skills and ability to build strong customer relationships.
• Knowledge of surplus lines tax filing is advantageous.

Benefits

• Comprehensive health, dental, and vision insurance plans.
• Four weeks of paid vacation to promote work-life balance.
• Ten paid company holidays and two floating holidays.
• 401(k) retirement plan with employer contribution matching.
• Access to personal assistance programs supporting healthy work and life integration.
• A diverse and inclusive workplace that encourages innovation, career development, and employee recognition.
• Opportunities to contribute to transformative projects modernizing a traditional industry.