Support Specialist

Next Insurance•Rochester, NY

5d•$23 - $25•Hybrid

About The Position

NEXT is a technology-led provider of small business insurance focused on helping entrepreneurs thrive through customized, affordable coverage and a quality customer experience. The Support Specialist role is described in the posting as a Customer Support Associate position on a fast-paced, highly collaborative team. The person in this role helps customers receive timely support by reviewing and troubleshooting their needs and assisting with management of their insurance policies. The role includes issuing insurance certificates, processing policy changes, providing insurance quotes, supporting the pay-as-you-go insurance program, and assisting with process improvement. It also involves working with customers, prospects, partner agents, and internal teams to resolve concerns and improve the customer experience. The position is based in Rochester, New York, and is hybrid. NEXT describes its workplace as diverse, inclusive, respectful, and committed to equal employment opportunity.

Requirements

1–2 years of experience working in customer service.
Strong attention to detail when handling customer and policy information.
Excellent verbal and written communication skills to assist customers, solve problems, answer questions, and create a positive impression.
A personal standard for excellence, strong process orientation, and interest in finding better ways to do things.
Adaptability in a fast-moving, changing environment and ability to work on multiple tasks at once.
Comfort using a variety of software tools, including Excel, G Suite, policy management systems, and accounting systems.

Nice To Haves

Property & Casualty Insurance License.
Bilingual in Spanish.

Responsibilities

Issue insurance certificates and process policy changes.
Assist with process improvement and support the pay-as-you-go insurance program.
Help customers, prospects, and partner agents with questions and concerns, including finding appropriate business insurance coverage.
Provide outstanding customer service and support.
Provide customers with insurance quotes for various insurance policies.
Work with partners to resolve customer concerns in a timely manner.
Participate in ad hoc projects addressing pressing business concerns.
Help translate internal customer account portals and Terms and Conditions.
Shadow new agents during new-agent training.
Meet with Product teams to help them understand customer needs.