Client Support Specialist

Date Posted: 8/27/2020

Type of Employment: Full-Time

Department: Training/Account Management

Job Snapshot

  • Location: Cedar Falls, IA (remote may be considered with appropriate experience)
    Education: 4-Year Degree or Equivalent Experience
    Industry: SaaS, Insurance

  • Job Type: Client Success
    Manages Others: No
    Experience: 2+ Years
    Travel: Up to 5%
    Relocation Covered: No

Job Description

We are looking for a Client Support Specialist with insurance-industry experience and strong communication and problem-solving skills to join our growing Client Success team.  While this is not your typical help desk environment, you’ll provide support to our clients by responding to ad hoc requests via phone, video, email, and live chat. Our team’s goals are to provide clients the tools and information they need to be successful. Whether it’s answering a question about how something works, conducting general troubleshooting, or connecting them with other team members for training and setup, our support team strives to turn all interactions into positive results. 

AgencyBloc is an online software solution that helps insurance agencies increase efficiency, enhance customer satisfaction, control costs, and stay competitive. We currently have customers nationwide. Core values of our company include:

  • Client-centric organization focused on delivering great customer service
  • Positive, collaborative team environment with coworkers who genuinely care about their work
  • High level of professionalism in everything we do
  • Continuous teaching, learning, and growth for all team members as they share in the journey that is the story of our company

Responsibilities of this position:

  • Client Support Specialists are experts on the AgencyBloc product and how it impacts our clients’ businesses
  • Enhance our clients’ relationship with AgencyBloc through every interaction
  • Conduct client troubleshooting and brief training sessions via web meetings and conference calls
  • Respond to client inquiries and requests in a timely manner to ensure client satisfaction, coordinating with internal business partners when necessary
  • Effectively drive adoption of the product by helping clients overcome any barriers they are facing
  • Ensure department metrics are achieved including goals for client satisfaction and revenue
  • Provide insight and feedback on various processes and procedures to maximize efficiency and client satisfaction
  • Actively participate in weekly departmental meetings
  • Other duties as assigned

Requirements:

  • 2+ years of software support experience or life and health insurance industry experience—AgencyBloc experience desired, but not required
  • Specific examples of previous experience creating positive customer experiences  and exceeding goals
  • Excellent interpersonal skills, highly organized and efficient
  • High level of comfort with technology
  • Excellent written and verbal communication skills
  • Motivated by the opportunity to be part of a fast-moving, entrepreneurial team
  • Personal characteristics of the ideal candidate include quick thinking and problem solving, flexibility, adaptability, resilience, positive attitude, collaborative nature, self-starter, a humble confidence, and an ability to “translate” thoughts among various groups of people

How to apply:

Please submit a resume and cover letter by email to kelly.kimmich@agencybloc.com for consideration. Please, no paper resumes.