The Payroll Partner Service Advocate is a key role for Pie's Payroll Partner team. This is a mid-level customer service team member who focuses on routine to advanced customer issues and resolves concerns and requests from payroll partners and insureds.
How You’ll Do It
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Provide responsive, timely, and relevant service to payroll partners:
- Handles phone, email, and platform-based communication with payroll partners and cross-functional stakeholders to provide excellent customer service,
- Maintains SLA’s set by Payroll Partner Ops team in a consistent and efficient manner.
- Works as a team member to handle:
- Email requests
- Policy Issuance
- General questions
- Follow-Up Communication
- Respond within 24 hours or less to requests from payroll partners
- Cancellation requests from insureds and partners
- Basic Billing related needs or questions
- Renewal policy management
Model the behaviors and strategies necessary to successfully interact with and resolve routine to advanced issues for payroll partners in all channels:
- Applies Workers Comp 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 payroll partner’s needs and advocates for the customer and their perspective.
The Right Stuff
- A high school diploma or GED is required.
- Associate degree, trade or technical school certificates, or bachelor’s degrees are preferred.
- 1+ year in a high-volume customer contact environment is required.
- 6+ months of insurance customer service experience is preferred.
- Proficient communication skills to build strong and lasting relationships: able to clearly and professionally communicate with customers both verbally and in written form. Learning to present your own views in a direct and open manner.
- Knowledgeable about work products and can complete requests with advanced speed, accuracy, and consistency - reducing hand-offs wherever possible.
- Intermediate problem solving skills to be able to resolve simple to moderately complicated problems quickly and effectively with little guidance. Often applies analytical and critical thinking skills within their role.
- Developed self-direction and responsibility for own tasks, deliverables and timelines.
- Ability to work in a team environment, develop and sustain collaborative working relationships. Learning to consider the needs of stakeholders and fully commit to a decision made.
- G-Suite Tools, Salesforce, Payment Processing Systems, and Slack are highly preferred.
Compensation & Benefits
- Competitive cash compensation
- A piece of the pie (in the form of equity)
- Comprehensive health plans
- Generous PTO
- Future focused 401k match
- Generous parental and caregiver leave
- Our core values are more than just a poster on the wall; they’re tangibly reflected in our work
Our goal is to make all aspects of working with us as easy as pie. That includes our offer process. When we’ve identified a talented individual who we’d like to be a Pie-oneer , we work hard to present an equitable and fair offer. We look at the candidate’s knowledge, skills, and experience, along with their compensation expectations and align that with our company equity processes to determine our offer ranges.
Each year Pie reviews company performance and may grant discretionary bonuses to eligible team members.
Location Information
Unless otherwise specified, this role has the option to be hybrid or remote. Hybrid work locations provide team members with the flexibility of working partially from our Denver office and from home. Remote team members must live and work in the United States* (*territories excluded), and have access to reliable, high-speed internet.
Additional Information
Pie Insurance is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristic.
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Safety First: Pie Insurance is committed to your security during the recruitment process. We will never ask you for credit card information or ask you to purchase any equipment during our interview or onboarding process.
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