Customer Support Specialist
Covenir
Job Summary:
Covenir is a BPO partner to insurance carriers. When their policyholders or agents call in, we answer - and we do it well enough that the carrier's brand comes out stronger than when the call started. As a Customer Support Specialist, you'll be the voice of multiple carriers - handling policy questions, billing, payments, and first notice of loss with empathy, accuracy, and sound judgment. Modern tools support you; your judgment closes the call. Job Description: What You'll Do
Strong fit
0
Covenir is a BPO partner to insurance carriers. When their policyholders or agents call in, we answer - and we do it well enough that the carrier's brand comes out stronger than when the call started. As a Customer Support Specialist, you'll be the voice of multiple carriers - handling policy questions, billing, payments, and first notice of loss with empathy, accuracy, and sound judgment. Modern tools support you; your judgment closes the call. Job Description: What You'll Do
- Answer policy, and billing questions for multiple carrier clients
- Process payments and take first notice of loss with the care those conversations deserve
- Document calls cleanly so the next person who touches the file isn't starting from zero
- Use our knowledge base and call tools to find answers fast - and apply your judgment to the gray areas
- Flag patterns across calls and step up during catastrophic weather events when claim volume spikes
- Judgment without a hand on your shoulder. Remote means no one is over your shoulder. A players know when to handle it and when to escalate - and don't freeze waiting for permission.
- Emotional regulation under load. Stay warm and steady when the customer isn't. Don't absorb the emotion; reset between calls.
- Documentation as a craft. Write notes for the next person, teammate, adjuster, auditor - with enough detail to understand thoroughly the situation discussed. Close the loop.
- Accuracy at speed. 98%+ against SLA targets isn't a stretch goal here - it's the floor.
- Calm with rapid change. Procedures, tools, and scripts evolve. Read the update, ask one good question if needed, move on.
- Async-first communication. You'll live in Teams. Post clear questions, share context proactively, flag problems early.
Strong fit
- Clear, warm communicator - written and verbal
- Self-directed and accountable when no one is watching
- Quick to pick up new systems and procedures
- Bilingual English/Spanish (a plus, not required)
- You need constant supervision to stay on task
- Process changes throw you off for days
- You're resistant to learning new tools and systems
- You want a script that tells you what to say on every call
- 2+ years in customer service (call center experience a plus)
- Comfort with multiple software systems running at once
- Strong written and verbal communication
- Reliable home internet and a quiet, private workspace
- Proficiency with MS Office (Outlook, Word, Excel, Teams)
- Bilingual English/Spanish preferred
0
Vacancy posted 5 days ago
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