What's it like to be a Customer Advocate at Clearcover?
Written by Tanner Gray-Spencer | 3 minute read
My name is Tanner, and I’ve worked at Clearcover for the last year as a Customer Advocate on our Arizona-based satellite team. Helping people is my second nature so when I got the opportunity to join Clearcover, I jumped at it.
As a Customer Advocate, my main priority is taking care of our customers. Let’s face it. By the time a customer decides to contact the Customer Advocate team, oftentimes, it’s their last choice. I always keep that in mind before I start my day. I’ve worked in the insurance industry for the last 5 years and learned quite a bit about what customers want and need. My day encompasses speaking not only to customers who need assistance in resolving an issue, but I also speak with attorneys, lienholders, and claims adjusters. At Clearcover, Customer Advocates are empowered to help make the entire customer journey a good one.
We’re also empowered to structure our schedules with flexibility - whether we’re working from home or in the office. My morning walk is one of the biggest perks of my day. I get to stroll in the sun and reflect on what’s to come as the morning rush hour traffic races past me. There’s nothing like an ice-cold black coffee to start the day.
Once back at my desk, I prepare myself for the start of the day, take a look at my calendar and see what meetings I have scheduled. I’ll also check my Slack channels to see if there are any team updates I may have missed from the previous day. As a startup, things shift often and quickly, but that consistent change keeps things exciting.
Our customers (and our feedback) truly matter
Recently, I had a meeting with one of Clearcover’s head product designers to discuss my suggestions for system improvements. After 3 months of working within a new program, I had observed ways that we could potentially nurture a better experience for my team and, in turn, our customers. The designer and I had a peer-to-peer conversation during which he invested in understanding my perspective. It’s these types of interactions that remind me Clearcover isn’t like a typical company.
We aren’t a traditional customer service team
During the day, I may speak with anywhere between 20-30 customers. At the conclusion of each day, I make time to review interactions, recognize common pain points and anticipate other issues that may occur. It’s pertinent that I’m offering the best customer experience possible because, as Customer Advocates, we are the face of Clearcover. We’re proof of what our company culture is really like. My hope is that customers feel friendliness and empathy from our interactions — because that’s what I feel across the company from my coworkers. Throughout my conversations with our customers, I consider how to ensure that they feel heard as well as consider how we could improve Clearcover products and processes to better meet all of our customers’ needs. One of my favorite things about my job is knowing that the insights shared with our Product team will influence future customers’ experiences.
Our culture spans across all offices
Every two weeks, we have a ‘Donut Buddy’ Slack-based system that randomly pairs us with another employee at our company. Living in Phoenix, and with our headquarters in Chicago, I don’t have the chance to build those relationships around the so-called water station. Recently, I got to have a pretty special coffee buddy because I was paired with our CEO. We got to talk about non-work things like our family, skipping the gym, favorite TV shows — interactions like this give me a chance to connect meaningfully with others and ensure that I don’t feel like a stranger among my colleagues, even though we haven’t met in-person.
Our team is growing
Our company has huge goals and in turn, our team is growing as well. Every person on my team is a leader, and they are all working toward becoming managers and directors in Customer Experience. With our future growth in mind, we take the responsibility of learning very seriously and pass along the knowledge in an easily-understandable way to our customers. Car insurance can be complex and depending on the state, coverage details vary. My team members bond over digesting new insurance policies and quizzing each other on the nuances. Our customers rely on us to give them the information they need to make the right decisions, and it’s a privilege we all respect.
We’re always looking for new talent to join our team, is that you? >> See our open jobs.
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