Operations Specialist

Location: Rochester, NY (hybrid)

ERGO NEXT's mission is to help entrepreneurs thrive. We’re doing that by building the only technology-led, full-stack provider of small business insurance in the industry, taking on the entire value chain and transforming the customer experience. 

Simply put, wherever you find small businesses, you’ll find ERGO NEXT.

Since 2016, we’ve helped hundreds of thousands of small business customers across the United States get fast, customized and affordable coverage. We’re backed by industry leaders in insurance and tech, and we still have room to grow — that’s where you come in.

We’re looking for an Operations Specialist to provide operational support to our internal teams, carriers, and partners; responsible for setup and ongoing maintenance and support of client accounts through the Agency Dashboard, EPIC and report reconciliation. As an Operations Specialist, you’ll maintain a high-level knowledge of the systems supported by NEXT Agency, and ensure timely and accurate problem resolution to create an awesome client experience.

What You’ll Do:

• Set up new Workers’ Compensation and Disability policies. 
• Utilize multiple computer software applications in conjunction with carrier and bureau web-sites, along with internal systems (e.g., Epic, Zendesk, Agency Dashboard, Salesforce, Docusign, and reports). 
• Place outbound calls and assist with/receive inbound calls for customer support.
• Maintain accurate recording of all internal and external communication (customers/insured’s, insurance partners, payroll partners, etc.). 
• Provide phenomenal customer service while assisting with policy, payroll, and billing management.
• Timely and accurately address assigned tickets in ZenDesk for customer support.
• Provide necessary documentation to state and federal insurance agencies as well as our insurance partners. 
• Perform data input, maintain strong prioritization and organizational skills, and professional communications. 
• Maintain strong problem resolution techniques and recommend changes to staff and management. 
• Stay abreast of all changes pertaining to various product offerings, regulatory changes, policy changes, and insurance industry developments. 
• Other duties as assigned. 

What We Need:

• 1+ years of experience working in a customer service environment 
• Excellent verbal, written and interpersonal communication skills 
• Detail-oriented and high level of accuracy 
• Aware of deadlines and dedication to meet them for our clients/partners
• Must be self-motivator and self-starter 
• Good communicator in a close team environment 
• Positive “can-do” attitude and a desire to contribute to a growing, energetic work environment 
• Strong organizational skills and ability to prioritize workflow 
• Willingness to transition from task to task along with taking on last-minute projects 
• And if you are so lucky to have worked in the insurance industry – it’s viewed as a huge plus! 

The range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the position in the location(s) listed. Within the range, individual pay is determined by additional factors, including, without limitation, job-related skills, experience, and relevant education or training. NEXT employees are eligible for our benefits package, consisting of our partially subsidized medical plan, fully subsidized vision/dental options, life insurance, disability insurance, 401(k), flexible paid time off, parental leave and more.