Customer Care Advocate - Workers' Compensation

The Customer Care Advocate is a key role for the Pie Claims team. In this role you will be responsible for handling intake and inquiry telephone calls for both our Workers' Compensation and Commercial Auto lines of business. The Customer Care Advocate will be the first point of contact for our customers, resolve customer issues and concerns, and deliver industry leading customer service.

How You’ll Do It

• Provide responsive, timely, and relevant service to customers and claimant

• • Handles intake and inquiry calls effectively with customers and cross-functional partners to provide excellent customer service.
  • Maintains SLA’s set by Claims Operations team in a consistent and efficient manner.
  • Works as a team member to handle: First Notice of Loss calls for Workers' Compensation and Commercial Auto lines of business, customer questions, claim documentation and follow-up communication. In addition, may assist the Shared Services team with claims clerical work on an ad hoc basis. 
  • Maintain a high level of performance measured by traditional and contemporary call center performance indicators and behaviors.

• Model the behaviors and strategies necessary to successfully interact with and resolve issues for internal and external customers

• • Applies Workers' Compensation and Commercial Auto training and knowledge to intake and inquiry questions, handling concerns and working through production tasks.
  • Build relationships with partners and internal teams to provide consistent, excellent communication with customers.
  • Seek resolutions to issues while also anticipating ways in which to prevent future issues.
  • Voices the customer’s needs and advocates for the customer and their perspective.

• Participate in ongoing training and on-boarding for personal growth and team collaboration

• • Support the on-boarding and training of Pie’s newest hires and teams, including process training, feedback and assisting in building out resource and training material.

The Right Stuff

• A high school diploma or GED is required

• • Some post secondary education, such as college coursework/certification/training is preferred. 

• 1+ years experience in Customer Service or a Call Center is required.
• 1+ years of experience in Workers’ Comp and Comm Auto is preferred.
• Experience working with some of the following systems: G-Suite Tools, Salesforce, and Slack is desired
• Advanced customer service skills to deliver the best experience for all customers, both internal and external. 
• Skillfully manage multiple systems, platforms, and tasks. 
• Self-organized and able to ensure that things are taken care of for our policyholders and for Pie.
• Ability to collaborate and work well in a team environment. 
• Adept in calmly defusing difficult situations.
• Ability to take a frustrated and unhappy policyholder or partner interaction and situation and turn it into one of mutual understanding, satisfaction, and even loyalty building.  
• Proficient communication skills to build strong and lasting relationships.