Customer Support Representative

About us

bolt provides P&C insurers the ability to increase customer acquisition and retention rates through an end-to-end SaaS-based digital distribution platform including a tightly integrated market network of products, people, and processes.

bolt Solutions enables carriers to bundle their products with other carrier’s products to meet the demands of today’s consumers through the digital channels they prefer.

In this position you will...

• Work 100% Remote
• Partake in a 6- week remote training session, adhering to bolt guidelines for remote training
• Take incoming calls and chats with clients based on trust and product knowledge to determine their insurance needs.
• Process service requests by working with insurance carriers and documenting transactions on the agency portal.
• Develop conflict resolution and problem-solving skills.
• Providing exceptional customer service to our clients
• Partner with peers/leadership/ and other departments to ensure we service each caller’s needs and work with clients to respond to inquiries such as billing questions, policy changes, and coverage inquiries.
• Participate in regular coaching sessions with Operations Manager
• Have the opportunity to obtain a P&C license after 1 year.
• Be able to accommodate flexible working hours between 8am-8pm EST, M-F.

You will be responsible for...

• Must work well in a fast-paced environment with the ability to navigate multiple programs and effectively use on-line resources to complete customers’ requests.
• Excellent customer service and communication skills
• Demonstrated background in customer service, insurance, retail, sales, or a related field.
• Ability to self-manage and demonstrate personable accountability as well as effectively collaborate in a team environment.
• Must have one-year customer service experience.
• Insurance knowledge is a plus but not required.

For you to be successful...

…we expect you to be able to demonstrate the following key competencies:

Collaborative

• Partners with a range of people to create trust and co-create and deliver mutually beneficial outcomes.
• Develops collaborative and dynamic working relationships to achieve the best possible outcomes.
• Resolves disputes using a range of tactics to prioritize positive outcomes.
• Collaborates in a thoughtful manner, valuing others’ unique contributions.
• Ability to work productively in a team environment.

Curious

• Actively seeks to learn from others and is inquisitive to increase knowledge and competence. Expands understanding of team’s key activities for improved collaboration.
• Demonstrates reflection and solicits feedback from others. Evaluates and learns from setbacks and adversity.
• Networks with others to share resources and knowledge.
• Maintains fluency in trends and new approaches relevant to the role.

Adaptable

• Looks to understand bigger picture rationale for changes and adapts in a flexible and nimble manner.
• Flexible in successfully juggling multiple requirements, ambiguity and competing demands. Perseveres in challenging circumstances.
• Adapts style and approach to best meet different situations.
• Takes a test and learn approach, integrates new information to determine the best course of action.

Customer Focus

• Demonstrates a customer centric mindset by prioritizing customer needs and addressing concerns with a sense of urgency.
• Understands the importance of customer feedback and appreciates their points of view.
• Understands the role and importance of using customer data to make decisions.

You will require the following qualifications and skills

• Must work well in a fast-paced team environment.
• Excellent customer service and verbal/written communication skills
• Ability to read and interpret policy screens in the agency management system/bolt platform.
• Ability to work in a fast-paced environment and multitask.
• Detail oriented, self-starter, and strong organizational skills.
• Exceptional problem solving, analytical, and technical skills.

What you will get

• Three different medical plans to suit your and your family
• Dental and vision insurance
• Wellness Program
• 12 Paid Company Holidays
• Paid Time Off
• 401k Program & match
• Paid family leave; we believe in fully supporting new parents
• A clear career path with opportunities for development, both personally and professionally

Diversity and Inclusion

At bolt, we are diverse and inclusive. We value each person's unique skills, background, and identity. We never discriminate on cultural background, religion, sex, gender, gender identity or expression, sexual orientation, age, disability, veteran status, genetic information, marital or family status or any legally protected status. Everyone belongs. And because everyone’s different, we’re also flexible in the ways we work, so each person can bring their best efforts every day.