Customer Success Support Specialist at Reliable Premium Management in Waite Park, MN

Job description

• This role exists to deliver on RPM's customer promise — one accurate invoice, audit-forward, stress-free — by resolving customer needs quickly and accurately over phone and email, and building the trust that drives retention.
• The Customer Support Specialist at Reliable Premium Management is responsible for resolving customer needs quickly and accurately over phone and email, using Playbooks and SOPs alongside good judgment to know when a situation calls for structured guidance versus a more tailored response. This role is built for someone who's a clear communicator, comfortable balancing SLA-driven work with the occasional judgment call, and genuinely energized by helping a customer leave a conversation feeling taken care of.
• This is a fast-paced, high-volume call environment – you’ll be one of the first voices a customer hears when they call in, moving between a steady stream of calls and emails throughout the day – so comfort with that pace matters as much as accuracy and warmth.
• This role works closely with the Manager, Customer Support and Senior Specialists, partners with the Customer Onboarding team and the broader Customer Success team, and works directly with customers and payroll providers, to help deliver RPM's promise of an accurate, stress-free experience every time.
• If you're energized by solving a customer's problem instead of just closing the ticket, and you believe a great customer experience starts with getting the details right, this role was built for you.
• Your phone and email quality scorecards hold at 85% or above
• SLA completion on your assigned renewals, carrier switches, endorsements, and payroll-linked issues stays consistent with team targets (95–97%)
• Invoice corrections or revisions due to your work stay at 3 or fewer per month
• Playbook and SOP timelines are met, with no unresolved escalations past deadline
• You contribute to team retention, NPS, and CES goals through consistent, accurate, and empathetic customer interactions
• Communicates clearly and calmly with customers by phone and email
• Is comfortable following a Playbook until judgment says a situation needs something different
• Takes pride in resolving a customer's issue thoroughly, not just quickly
• Builds trust through active listening and empathy, not just accuracy

Responsibilities

• Customer Support & Issue Resolution
• Provide professional, efficient support via phone and email, addressing inquiries and resolving issues on first contact where possible
• Process SLA-bound work — renewals, carrier switches, endorsements, payroll-not-linked issues, and payroll switches — within team completion targets
• Resolve customer questions and support requests using Playbooks and SOPs — using judgment to know when a situation calls for structured guidance versus a more tailored response in service of the customer
• Relationship Building & Retention
• Build strong customer relationships through active listening and empathy, reducing avoidable churn
• Maintain up-to-date knowledge of RPM's products, carriers, and payroll provider processes
• Escalate to a Senior or Manager when a situation falls outside existing Playbooks and SOPs, ensuring nothing lingers past SLA
• Documentation & Collaboration
• Document all customer interactions accurately and completely in HubSpot
• Collaborate with the Customer Onboarding team to ensure a clean handoff and consistent experience across the customer lifecycle

Requirements

• The qualifications below describe what typically sets someone up for success in this role — they're a guide, not a strict checklist. A candidate who doesn't check every box but brings the right attitude, judgment, and drive is still encouraged to apply.
• Core Capabilities
• Sound judgment — knowing when to follow the Playbook and when to escalate
• Clear, calm communication, including by phone and email
• Active listening and empathy, with a focus on reducing avoidable churn
• Comfortable in a fast-paced, high-volume call center type of environment, moving between a steady stream of calls and emails throughout the day.
• General comfort with technology — able to pick up new systems and tools independently, including in-house/proprietary platforms (Dex) beyond standard Microsoft Office Suite
• Experience & Background
• Prior experience in a customer-facing role such as customer service, account management, or call center support
• Proficiency with Microsoft Office Suite (Outlook, Word, Excel)
• Comfort with high-volume phone and email communication
• No prior experience with Dex, HubSpot, Aircall, or Airtable required — hands-on training is provided
• Prior experience with HubSpot or a similar CRM/customer communication platform
• Experience in insurance, workers' compensation, or a related service industry
• Experience working within SLA-driven or quality-scorecard environments

Skills

Required

• Clear, calm communication
• Active listening and empathy
• Sound judgment
• Comfortable in a fast-paced environment
• Comfort with technology
• HubSpot (preferred)
• Dex (training provided)
• Aircall (training provided)
• Airtable (training provided)

Benefits

• Hands-on training on Dex, HubSpot, Aircall, and Airtable — no prior experience needed
• Quarterly bonus program
• 100% employer-paid medical, dental, vision, life, AD&D, and short-term disability insurance
• 401(k) with 4% company match
• Competitive paid time off
• Two paid 15-minute rest breaks daily, plus a paid 30-minute meal break
• Flexibility and trust to manage your work
• A unique, people-centered culture rooted in ownership, transparency, and learning
• Growth opportunities as the company scales