Customer Service Representative

Harper•San Francisco, CA

1d•$23 - $26•Onsite

About The Position

The problem Harper aims to solve is the significant underinsurance among American businesses, stemming from a slow, opaque, and confusing insurance distribution system. While over 90% of commercial insurance is human-led, Harper is building an AI-led system to make humans more effective, improve customer experience, and eliminate friction. The company is experiencing rapid growth, adding approximately 1,000 customers per month and growing 100x since last year. This role is crucial for ensuring small business owners receive prompt and effective service, acting as the opposite of the typical unresponsive insurance broker. The team's philosophy is that insurance is a critical bill for small businesses, and Harper's competitive advantage lies in providing a responsive and helpful experience. This role offers paths into service, sales, and operations.

Requirements

Strong phone communication skills: clear, professional, patient.
Basic computer comfort: spreadsheets, email, phone system, internal tools.
Ability to work full-time, Monday-Friday, on-site in downtown San Francisco.
Reliable attendance and punctuality.
Legally authorized to work in the United States.

Nice To Haves

Call center, collections, dispatch, front-desk, or high-volume customer service experience.
Bilingual (Spanish).
Insurance, brokerage, or financial services exposure.
Experience working from call lists or a CRM.

Responsibilities

Act as the first point of contact for business owners via inbound and outbound calls.
Pull up customer accounts and identify their needs.
Communicate clear next steps and callback times to customers.
Manage lists of tasks including payments, documents, renewals, and follow-ups to prevent coverage lapses.
Handle back-to-back calls and manage high volumes.
Identify the difference between customer confusion and genuine upset.
Recognize unspoken customer needs.
Determine when to involve other specialists for complex issues.
Track down necessary documents, payment links, or unblock issues.
Log call details and open items accurately for team continuity.
Facilitate quick involvement of specialists like financing or coverage experts.
De-escalate and resolve issues with frustrated customers.
Identify recurring problems and flag them for systemic fixes.
Follow up on tasks using multiple attempts and channels (phone, text, email).