Operational Support Specialist - Customer Service Specialist
Bold Penguin is a leading integrated digital solution platform dedicated to simplifying small commercial insurance. Our technology makes the quote and bind process quick, effortless, and profitable for all parties - agents, brokers, and carriers. Bold Penguin's innovative product suite has digitized and transformed a slow, manual process resulting in reduced costs, increased efficiency, and better overall outcomes. For more information, please visit www.boldpenguin.com.
Or, simply put....
We simplify commercial insurance.
Candidates must be located:
- within 150 miles of Columbus or Dublin, Ohio
- within 150 miles of Oklahoma City, Oklahoma
- within 150 miles of Dallas or Austin, Texas
- within the state of Washington
Please note : The hours of operation for this role are 11:00 AM EST to 8:00 PM EST/10:00 AM to 7:00 PM CST/8:00 AM to 5:00 PM PST
YOUR ROLE
The Operational Support Specialist is the focal point of where technology meets the human touch at Bold Penguin. responsible for providing administrative and technical support to Bold Penguin Terminal clients, the Operational Support Specialist is essential in ensuring a smooth onboarding experience, including account setup and carrier appointment activation. This role requires meticulous organization and focus, as well as the ability to quickly shift between tasks. From troubleshooting issues to maintaining clear communication channels between multiple departments, the Operational Support Specialist must facilitate seamless workflows to provide best-in-class customer service.
WHAT YOU'LL DO
- Consistently deliver service excellence through customer queries (support tickets), email, live chat, and phone.
- Effective in resolving conflicts swiftly and consistently meeting Service Level Agreements (SLAs)
- Manage and coordinate agency appointment requests with the assistance of our carrier partners.
- Manage customer records in our CRM, ensuring account-level, contact-level, and opportunity/sales-level accuracy
- Coachable attitude with a passion for learning.
- Adapt to new processes and technologies as they are developed and deployed.
- Communicate and multitask effectively.
- Contribute to a high-energy, positive environment.
- Additional duties and responsibilities as assigned.
SKILLS AND QUALIFICATIONS
- Strong communication and multitasking skills
- Coachable attitude with a passion for learning
- Ability to drive and carry a conversation
- Proactive approach to problem solving
- Comfortable working with CRM tools, Google Apps, Microsoft Office
- Self-motivated, action and results-oriented
- Previous experience in a call center or in-office customer service role
- Bachelor's Degree a plus
- Commercial Insurance experience is a plus
PHYSICAL REQUIREMENTS
- Must be able to sit/stand/walk for prolonged periods of time, (up to 8 hours per day) at a desk working on a computer.
- Must be able to use standard office equipment for extended periods of time, including but not limited to, a mouse, keyboard, phone and video conferencing.
- Occasionally required to stoop, kneel, bend, crouch and lift and carry up to 50 pounds.
- Must be able to access and navigate the corporate office.
BENEFITS
We offer competitive compensation and progressive benefits that include:
- Medical, Dental and Vision
- Disability and Life Benefits
- 401K with a company match
- Employee Assistance Program
- Parental Leave
- Paid Time Off
Stay connected to the Glacier. We have great SLACK channels for work and play. We also like to video conference regularly and hold all - hands "Waddles" regularly.
Penguin bling. Like swag themed after a certain Antarctic bird? Just. You. Wait.
The expected starting rate for this role at Bold Penguin is $25.00 per hour.
Bold Penguin believes in inclusion. That's why we're proud to be an equal opportunity employer that considers all qualified applicants regardless of race, color, religion, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. To learn more about our results-focused culture and employee-focused perks, read more on our careers page .
If you are an applicant who resides in the state of California, please review our Employee Privacy Notice here .
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What We Do
Bold Penguin delivers an integrated digital solution platform dedicated to simplifying business insurance. Our advanced product suite includes a commercial insurance quoting platform that has digitized and transformed a slow, manual process, resulting in reduced costs, increased efficiency, and better overall outcomes. We're leading the industry and creating solutions that radically reduce the friction out of commercial insurance.
Why Work With Us
1. We care about people.
2. We have fun.
3. We get things done.
We have an annual employee appreciation month (March of the Penguins), voluntary monthly social calls, ERG meetings, weekly all-hands info sessions, virtual and in-person engagement events, fun Slack channels, annual PenguinPalooza events, and so. much. more!
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