Partner Specialist

The Partner Specialist serves as a subject matter expert in customer service, billing, and audit work, managing all aspects of the partner policy life cycle with a high degree of independence. This role exists to provide elite-level support to assigned partners, ensuring high-quality service delivery and adherence to established service level agreements (SLAs). Specialists in this position play a critical role in addressing escalations, resolving complex issues, and maintaining strong relationships with partners, contributing to the overall success and efficiency of the team.

Regular attendance and punctuality are essential requirements for this role. Success in this position relies on the ability to adhere to a consistent work schedule and meet attendance expectations. Dependability in this area ensures team collaboration, supports operational effectiveness, and delivers exceptional service to our customers.

Serve as Subject Matter Expert (SME):

• Act as the SME for customer service, billing, and audit processes related to partner policies.
• Provide accurate guidance to partners and internal teams on all stages of the policy life cycle.
• Stay up-to-date on complex procedures and workflows to ensure expertise in handling partner-related queries.

Manage Partner Policy Life Cycle:

• Independently manage all aspects of the partner policy life cycle, including policy setup, billing adjustments, audits, and renewals.
• Builds relationships with partners and internal teams to provide consistent, excellent communication with customers.
• Proactively identify and resolve policy issues at any stage of the life cycle.

Ensure High-Quality Service Delivery:

• Deliver consistent, high-quality support while meeting or exceeding established service level agreements (SLAs)
• Address partner inquiries efficiently and accurately to ensure a positive experience.
• Provide solutions tailored to partner needs while aligning with company policies and procedures.

Respond to Escalations:

• Handle escalated issues originating from internal customer service teams or cross-functional partners.
• Investigate root causes of escalations, resolve issues promptly, and communicate outcomes to relevant stakeholders.
• Partner with internal teams to improve processes and reduce recurring escalations.

Work Independently to Support Elite Partners:

• Manage relationships with assigned partners who qualify for the program.
• Independently assess partner needs and provide comprehensive solutions to support their business goals.
• Maintain a high level of accountability in meeting performance and quality standards for elite partners

• A High School Diploma or GED is required. Bachelor's Degree or college coursework preferred.
• 2+ years of customer service experience is required. 
• 1+ year of experience providing operational support in a fast-paced environment is highly preferred.
• 1+ experience with data analysis and understanding of workers compensation operational practices required. Strong understanding of Pie's products & systems preferred.
• Ability to express yourself by communicating clearly and convincingly both written and verbally while presenting your own views and making requests in a direct and open manner. Ability to close the loop on communication and be able to give and receive feedback with empathy.
• Challenge yourself to learn from mistakes, be better tomorrow than today, and to raise the performance bar and strive to exceed expectations. Show the ability to seek to understand most of the time while being open to new information and change. Have the ability to question some assumptions and intuitions while applying new information to existing context.
• Ability to analyze and solve simple to moderately complex problems within the team independently while leveraging data to make informed decisions. Build solutions by designing win/win outcomes by applying creativity, demonstrating good judgment, and challenging the status quo. Apply agile thinking by testing ideas and possible solutions and iterating based on findings before launching the full solution.
• Demonstrate interpersonal awareness by considering the needs of others, developing and sustaining collaborative working relationships while respecting individual and cultural differences. Gain cooperation by achieving goals and building buy-in for simple proposals.
• G-Suite Tools, Salesforce, Collaboration tools (slack is preferred), basic office machines.
• Basic self-direction and responsibility for own tasks, deliverables and timelines.

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.