About this role
Job Summary: Covenir is a BPO partner to insurance carriers. When their policyholders or agents call in, we answer — and we do it well enough that the carrier’s brand comes out stronger than when the call started. As a Customer Support Specialist, you’ll be the voice of multiple carriers — handling policy questions, billing, payments, and first notice of loss with empathy, accuracy, and sound judgment. Modern tools support you; your judgment closes the call.
Job Description: What You’ll Do
• Answer policy, and billing questions for multiple carrier clients
• Process payments and take first notice of loss with the care those conversations deserve
• Document calls cleanly so the next person who touches the file isn’t starting from zero
• Use our knowledge base and call tools to find answers fast — and apply your judgment to the gray areas
• Flag patterns across calls and step up during catastrophic weather events when claim volume spikes
What an A Player Looks Like
• Judgment without a hand on your shoulder. Remote means no one is over your shoulder. A players know when to handle it and when to escalate — and don’t freeze waiting for permission.
• Emotional regulation under load. Stay warm and steady when the customer isn’t. Don’t absorb the emotion; reset between calls.
• Documentation as a craft. Write notes for the next person, teammate, adjuster, auditor — with enough detail to understand thoroughly the situation discussed. Close the loop.
• Accuracy at speed. 98%+ against SLA targets isn’t a stretch goal here — it’s the floor.
• Calm with rapid change. Procedures, tools, and scripts evolve. Read the update, ask one good question if needed, move on.
• Async-first communication. You’ll live in Teams. Post clear questions, share context proactively, flag problems early.
Is This Role For You?
Strong fit
• Clear, warm communicator — written and verbal
• Self-directed and accountable when no one is watching
• Quick to pick up new systems and procedures
• Bilingual English/Spanish (a plus, not required)
Skip this role if
• You need constant supervision to stay on task
• Process changes throw you off for days
• You’re resistant to learning new tools and systems
• You want a script that tells you what to say on every call
Requirements
• 2+ years in customer service (call center experience a plus)
• Comfort with multiple software systems running at once
• Strong written and verbal communication
• Reliable home internet and a quiet, private workspace
• Proficiency with MS Office (Outlook, Word, Excel, Teams)
• Bilingual English/Spanish preferred
Worker Type:
Number of Openings: 0