Customer Success Representative

CoverWallet (NYSE:AON)

  • Location
    • New York
  • Date Posted
  • 16 Mar 2020
  • Function
  • Technical & Customer Support
  • Sector
  • Fintech

Job Description

About Us:

We were founded in 2015 by entrepreneurs who saw the opportunity to reinvent the $100 billion small business insurance industry by using data, design, and technology. Today CoverWallet is the easiest way for businesses to understand, buy, and manage insurance online, and we have grown to more than 300 employees around the world. CoverWallet is one of the fastest-growing InsurTech companies and was named one of the promising startups for the CNBC Upstart 100 in 2018, won the 2017 Best Insurtech Solution from the Benzinga Awards and was named “One of the Most Entrepreneurial Companies in America” by Entrepreneur Magazine.

Job Summary:

Customer Success Representatives (CSR) are the face of the CoverWallet service team. That means that they are typically the first team to work with customers after they purchase a policy. CSRs interact with customers primarily through inbound phone calls and email, in addition to helping customers connect with their Account Manager for more complex servicing requests.

Essential Job Functions:

  • Handles around 30-40 inbound customer service calls each day
  • Connect customers with their assigned Account Manager when requiring assistance from a licensed insurance professional
  • Send customer-relevant account information via email upon request


Education/Experience :

  • High School Diploma or GED, Associate’s degree preferred
  • Customer service and sales experience preferred, especially in a call center environment


  • Basic computer literacy, G suite preferred and Salesforce a plus.
  • Strong ability to communicate via email and phone.


  • Ability to build strong relationships, initiate action and adjust to change are key attributes to this role
  • Demonstrated strong verbal, written and interpersonal communication skills
  • Creative problem solver with strong analytical skills; self-motivated; excellent communication skills
  • Ability to take the initiative to gather and use customer feedback to identify both needs and opportunities

Physical Requirements/Work Environment:

  • Must be able to stand, walk, sit; use hands to handle or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch or crawl; talk and hear
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.