Sr. Customer Service Representative

  • Metromile
  • Tempe, AZ, USA
  • Jul 13, 2018
Full time Customer Service

Job Description

About us

Metromile is a start-up that is disrupting the $220 Billion car insurance market by offering an entirely new model where the monthly bill is based on miles driven, paired with a smart driving app. Our product marries engineering and data science to deliver mobile technology, automotive telematics, and data-driven applications to make a car's data accessible and useful to modern drivers, including street sweeping alerts, trip stats, decoded check-engine lights, and car location. We aim to make car ownership as simple and affordable as it can be. 

You could think of us as the David to the auto insurance industry's Goliath. Buckle up and get ready to drive with Metromile!

We're proud to say that Metromile has been named on Glassdoor's Best Place to Work in their 2018 Employees' Choice Awards list for the second year in a row!

About the role

Love talking to people and proactively solving issues? Then join our Customer Experience Team. You’ll be part of a quickly expanding group responsible for growing and maintaining our customer base. We think of ourselves as the smile behind Metromile. You will be responsible for creating fiercely loyal customers through phone calls and emails who can’t wait to share us on Facebook with all their friends.

You will 

You'll be tasked with supporting our customers through exceptional service and inspiring a growing user base to share the Metromile experience. You'll have great opportunities to develop & foster various skill sets:

  • Turn customers into passionate evangelists. Respond to emails & support issues promptly
  • Answer incoming phone calls from customers and identify the type of assistance needed
  • Assist current and potential customers to navigate the site, our app and troubleshoot our devices
  • Educate potential customers and continuously increase our customer base
  • Manage Customer’s insurance policies by executing detailed changes
  • Ask appropriate questions to verify customer’s account and resolve the inquiry
  • Adapt to quickly figure out a way to get things done

About you

  • Comfortable on the phone, making or taking calls. You’ll love dazzling our customers when they call in or you call them.
  • A utility player. You're willing to find resolutions to customer issues early, and often.
  • Self-driven. You have superior organizational skills, integrity and great follow through on tasks. You don't get overwhelmed easily.
  • If we asked for your Proof of Insurance card, you’d find it in less than 2 minutes.
  • Naturally curious. You're innovative, extremely creative and always asking questions to learn more.
  • Word savvy. You have exceptional writing skills and can craft everything from emails and summaries, easily adjusting your tone/voice accordingly.
  • You’re self-aware, well-spoken on the phone and eloquent in emails. You always try to understand where the other person is coming from before making any decisions.
  • You’re a charismatic people person who can talk to anyone; you're flexible, fearless, and excited to help build something awesome and share it with the world.
  • You understand the impact of highly satisfied customers and will pull out the red carpet for every customer. And we don’t mind if you’re slightly obsessive-compulsive about grinding away at issues.
  • 1-2 years of phone Customer Service Experience (Call Center experience is preferred)  
  • Bachelor’s degree or 3+ years of additional Customer Service experience
  • Familiarity with Salesforce and Google Apps will earn you some bonus points
  • Exceptional communications skills, both written and verbal
  • Bonus points for bilingual skills in Spanish
  • Ability to multi-task and adapt to change in a fast-growing, competitive start-up environment
  • Self-managed, highly motivated, and confident
  • Very organized and diligent in prioritizing your day

What’s in it for you

  • Highly competitive salary
  • Excellent benefits package (Medical, Dental, Vision, 401k)
  • Generous PTO package
  • Monthly gym membership stipend
  • Company-sponsored team outings
  • Be surrounded by intelligent, like-minded, fun, outgoing co-workers
  • Rare opportunity to be part of a San Francisco-based start-up growing in Arizona