Customer Service Representative

At Matic, a Most Loved Workplace® certified employer in the Insurance space, Simplifying insurance through digital expertise and trusted advisors.

<p><strong>The Importance of this Role</strong></p>

<p>We're looking for a <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

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