Customer Service Advocate, Commercial Auto

The Customer Success Advocate is a key role for the Pie Commercial Auto team. This is a mid-level Customer Success team member who focuses on elevated customer issues and resolves concerns and requests from Commercial Auto customers and partners. Through a thorough understanding of Pie’s principal business offerings, the Customer Success Advocate assists the team in resolving concerns and develops opportunities to avoid concerns in the future. You will work across teams and collaborate with stakeholders and team members. This position will have daily contact with customers and agents to assist with questions and any high-volume transaction requests regarding a customer’s policy. Providing an excellent customer/agent experience in an easy fast way. 

Provide responsive, timely, and relevant service to customers and partners: 

• Handles advanced and elevated phone, email, and platform-based communication with customers and cross-functional partners to provide excellent customer service.
• Maintains SLAs set by the Customer Service team in a consistent and efficient manner.

Works as a team member to handle: 

• Email requests.
• Policy issuance.
• Agency or Customer questions.
• Billing-related needs or questions.
• Mailing of documents.
• Follow-Up Communication.

Model the behaviors and strategies necessary to successfully interact with and Resolve complex issues for small business owners and partners in all channels:

• Applies Commercial Auto training and knowledge to policy, billing and agency questions, concerns, and production.
• 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 onboarding for personal and peer growth:

• Support the onboarding and training of the new commercial auto customer service hires, including process training, and building out resource and training material.

• A high school diploma or GED is required. 
• 1+ years of customer service, administrative, or sales experience is required.
• 1+ years in a high-volume customer contact environment is preferred.
• 1+ years of insurance industry experience required, commercial insurance highly preferred.
• Demonstrated problem-solving skills to develop sound processes and workflows.
• Proficient communication skills to build strong and lasting relationships, ability to actively listen to customers to understand their needs and answer their questions clearly and concisely.
• Knowledgeable about work products and can complete requests with advanced speed, accuracy, and consistency - reducing hand-offs wherever possible.
• Proficient in Google Suite, ability to navigate and solve issues within all Google Suite applications.
• Ability to handle stress well and handle multiple tasks simultaneously.
• Ability to take phone calls and answer emails for up to 8 hours a day.
• Proactive: Has the ability to think ahead and identify obstacles that may be hidden.
• Developed Growth Mindset: Ability to receive and immediately apply coaching and feedback. Is open and adaptable to change.

The use of AI in Application Review: To support a fair, efficient, and consistent hiring process, we use AI-powered tools to assist in the initial screening of applications. These tools help us identify qualifications and prior work experiences that align with the requirements of the role. All AI-reviewed applications are still subject to human oversight and decision-making at multiple stages of the process. By submitting your application, you acknowledge and consent to Pie utilizing these AI technologies to assist in our evaluation process.