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 notesfor 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
Self-directed and accountable when no one is watching
Quick to pick up new systems and procedures
Bilingual English/Spanish (a plus, not )
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| Location | Worcester, Massachusetts |
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