CS Specialist, Service Support Team

This role serves as the connector for customer success with responsibilities to onboard/offboard agencies, ensuring they are using the self-service tools for easier support, and  coordinating our systems to match when our customers change.  In addition this  team will assist with backoffice tasks as needed that can include agency document requests and troubleshooting questions regarding agency commissions.

How You’ll Do It

Resolve customer emails requests (cases) with accuracy and timeliness:

• Provide specific assistance related to agency commission questions and common issues, such as account updates and financial information.
• Manage final resolution for specific document requests that generate from other teams.

Assist customers with technical issues & pursue long-term internal solutions when possible:

• Assist customers with technical issues, working with Engineering to represent and troubleshoot the immediate issue while also identifying broader trends and opportunities to leadership.

Ensure technical success for agencies:

• Support new agency partner setup that can include CRM and portal configurations, as well as reverse engineering for offboarding  steps.
• Assist with the set of tasks to change business relationships across agencies (consolidation or restructure).
• Manage headcount process ensuring data alignment, accurate job descriptions, and process continuity.

General customer support:

• Assist other teams with similar customer case and phone support as needed .

The use of AI in Application Review: To support a fair, efficient, and consistent hiring process, we use AI-powered tools to assist in the initial screening of applications. These tools help us identify qualifications and prior work experiences that align with the requirements of the role. All AI-reviewed applications are still subject to human oversight and decision-making at multiple stages of the process. By submitting your application, you acknowledge and consent to Pie utilizing these AI technologies to assist in our evaluation process.

The Right Stuff

Educational Background:

• High school diploma or equivalent experience is required. 

Experience:

• 1 year working in Pie's systems and processes is highly preferred.
• 1 year in a high-volume customer contact environment preferred.
• 8 months working in Pie's systems and processes is highly preferred.
• Emerging ability to apply analytical and critical thinking skills for roles when required.
• Ability to solve simple problems within the team with guidance and apply creativity and challenge the status quo.
• Emerging ability to consider the needs of others on the team while working with others on projects in a productive fashion to accomplish the team goals.  Ability to develop and sustain collaborative working relationships and fully commit to a decision once it's made.
• G-Suite Tools, Salesforce, Collaboration tools (slack is preferred), basic office machines
• Basic self-direction and responsibility for own tasks, deliverables and timelines
• Regular attendance and punctuality are essential requirements for this role. Success in this position relies on the ability to adhere to a consistent work schedule and meet attendance expectations. Dependability in this area ensures team collaboration, supports operational effectiveness, and delivers exceptional service to our customers.

The use of AI in Application Review: To support a fair, efficient, and consistent hiring process, we use AI-powered tools to assist in the initial screening of applications. These tools help us identify qualifications and prior work experiences that align with the requirements of the role. We may also use AI assistant video tools during interviews to support note-taking and candidate evaluation. All AI-powered outputs are still subject to human oversight and decision-making at multiple stages of the process. By submitting your application, you acknowledge and consent to Pie utilizing these AI technologies to assist in our evaluation process.