Remote Customer Support Specialist (P&C)

As a Remote Customer Support Specialist at Jerry, you will be responsible for handling inbound calls from existing customers, processing their insurance service requests, and addressing any inquiries related to their current polices. Your role will include adding or removing vehicles and drivers, providing necessary policy documents, and assisting customers with understanding their coverage and benefits.

While prior experience in customer support is beneficial, the key qualifications for the Remote Customer Support Specialist position at Jerry include excellent communication skills, a willingness to learn about insurance practices, and a passion for helping customers. Jerry also provides training to obtain your P&C license, which you are expected to complete within 60 days of starting.

At Jerry, the hourly compensation for a Remote Customer Support Specialist ranges from $18.00 to $21.00, depending on your experience. Additionally, our comprehensive benefits package includes medical, dental, and vision insurance, as well as a 401K match to support your future financial stability.

At Jerry, we believe in the continuous development of our employees. As part of your role as a Remote Customer Support Specialist, you will benefit from ongoing training opportunities, mentorship from our leadership team, and resources that will help you master the art of customer service in the fintech industry.

The expected work schedule for a Remote Customer Support Specialist at Jerry includes Monday, Tuesday, Friday, and Saturday from 10:30 am to 9 pm ET. This schedule allows for a balanced work-life dynamic while ensuring our customers receive support when they need it.

When faced with a difficult customer, it's crucial to stay calm and listen actively. Empathize with their feelings and concerns, validate their frustrations, and assure them that you are there to help. Provide clear solutions and follow up to ensure their satisfaction. This method demonstrates not only your problem-solving skills but also your dedication to customer care.

Staying organized in a fast-paced environment involves leveraging tools and prioritizing tasks effectively. I often create a checklist and categorize inquiries based on urgency. Regularly updating customer records and maintaining a clear follow-up schedule ensures that I address each customer's needs promptly and efficiently.

While I may not have extensive prior experience, I am eager to learn about various insurance policies. I understand the importance of studying policy details and industry standards to assist customers efficiently. I am committed to completing the necessary training to obtain my P&C license to ensure that I can provide informed support.

In such situations, I would first acknowledge their concerns and ask open-ended questions to understand their reasons for considering cancellation. By showing empathy and actively listening, I can then provide tailored solutions or alternatives that address their concerns, which might encourage them to remain a valued customer.

My primary motivation in customer support stems from my passion for helping others. Knowing that I can make a significant difference in the way customers manage their car ownership and insurance needs excites me. Additionally, the innovative approach that Jerry takes in the fintech industry aligns with my career goals and values.

Effective communication starts with active listening. I focus on understanding the customer's issue fully before responding. I also practice using clear, concise language and avoid jargon to ensure they understand the solutions I provide. Always maintaining a friendly tone helps build rapport and fosters a positive interaction.

I have considerable experience with remote work, which has taught me the importance of establishing a dedicated workspace that minimizes distractions. I use tools and software to keep my tasks organized, and I set specific work hours to compartmentalize my personal and professional life.

I would dedicate time to thoroughly review the resources and documentation provided by Jerry, participate in training sessions, and seek guidance from my colleagues. Engaging with existing customers to understand their feedback on products can also provide valuable insights into what offers attract them.

I believe the most vital quality is empathy. As a Remote Customer Support Specialist at Jerry, you encounter customers who may be stressed or confused about their insurance policies. Being empathetic allows you to connect with customers on a deeper level and provides a more tailored customer experience that can result in loyal relationships.

To stay informed about changes in insurance policies and regulations, I read industry newsletters, participate in webinars, and follow relevant social media channels. Continuous learning is crucial in the insurance field, and I am committed to enhancing my knowledge so that I can provide accurate information to our customers.