Customer Support Specialist

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 

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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. 

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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) 

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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 

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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