Customer Care Specialist

hackajob is collaborating with Verisk to connect them with exceptional professionals for this role.

Description

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Care Specialist. In this role, you will serve as a key point of contact across the customer lifecycle-assisting, advising, and engaging customers through service, account coordination, payment processing and sales enablement activities.

This role combines frontline customer interaction, account management support, and revenue-generating activities. You will partner across teams to ensure customer needs are met, issues are resolved efficiently, and opportunities to improve customer value and satisfaction are identified and acted upon.

A successful candidate will demonstrate strong communication, problem-solving, and customer engagement skills, along with the ability to balance service excellence with business outcomes.

Position is eligible for a performance bonus, in addition to base salary.

Responsibilities

Customer Support & Issue Resolution

• Provide prompt, professional, and efficient service to customers via phone, email, and chat channels.
• Troubleshoot and resolve inside sales, billing and account-related issues, escalating when necessary.
• Resolve basic to moderately complex customer concerns and route issues to the appropriate teams when needed.
• Educate customers on product functionality, best practices, and available resources.

Customer Experience & Relationship Management

• Serve as a trusted point of contact for customers, ensuring a high-quality experience across all touchpoints.
• Build and maintain positive relationships with customers, supporting account needs and ongoing engagement.
• Identify trends, recurring issues, and customer feedback to improve processes and products.

Sales Support & Revenue Generation

• Engage with prospective and current customers to identify needs and recommend appropriate products or solutions.
• Proactively follow up with leads, demo requests, and inbound inquiries to drive conversion and adoption.
• Assist customers with onboarding activities such as account setup, product registration, and upgrades.
• Promote additional services, training opportunities, and solutions that enhance customer outcomes.

Account Coordination & Operational Support

• Support account-related activities including entitlement management, account updates, and coordination with internal systems.
• Document all customer interactions, activities, and outcomes in appropriate systems (e.g., Zuora, Salesforce)
• Maintain accurate records of customer communications, orders, and service activity.
• Assist with training coordination, and customer follow-up activities.

Team Collaboration & Continuous Improvement

• Collaborate with sales, support, product, and implementation teams to deliver seamless customer experiences.
• Participate in ongoing training, coaching, and knowledge-sharing initiatives.
• Contribute to process improvements, workflow efficiencies, and service quality enhancements.
• Support department goals and special projects as assigned.

Qualifications

• High school diploma or equivalent required; bachelor's degree or relevant experience preferred.
• 2+ years of experience in customer service, technical support, sales, or account management roles (or equivalent combination).
• Strong customer service orientation with proven ability to meet or exceed service quality expectations.
• Excellent communication and interpersonal skills, both written and verbal.
• Strong problem-solving, analytical, and organizational skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience with CRM systems (e.g., Salesforce) and Microsoft Office tools preferred.
• Familiarity with software solutions and ability to quickly learn new technologies.
• Knowledge of insurance claims processes or property estimating solutions a plus.

Success Profile

• Delivers a consistently high-quality customer experience across all channels
• Resolves customer issues efficiently while maintaining ownership and accountability
• Identifies opportunities to improve customer outcomes and drive additional value
• Balances service excellence with sales awareness and business objectives
• Collaborates effectively across teams to remove friction and improve workflows

Additional Information

• General office or remote working environment
• May require occasional extended hours or schedule flexibility based on customer demand.
• This job description does not list all duties and may be revised at any time by management.