Customer Service Associate

Responsibilities

• You're the first human a business owner reaches; find their account fast, get to the real ask, and tell them precisely when they'll hear back
• Keep every promise you make
• A callback time is a commitment; no customer should ever have to chase Harper to find out what happened
• Take the list to zero
• Payments, documents, at-risk cancellations, renewals; an empty list at the end of your shift is the whole game
• Chase it like it's yours
• Three attempts across three days on a standard follow-up, up to seven touches on a payment issue by phone, text, and email; you stop when it's solved, not when it's hard
• Own the whole answer
• Track down the document, the payment link, or the one person who can unblock it; nothing gets closed just because it got called
• Leave a clean trail
• Log what happened and what's still open, so the next teammate picks up mid-story and the customer never repeats themselves
• Get the right specialist in fast
• Financing, coverage, and genuinely complex problems have owners; pulling them in quickly is part of great service, not a handoff
• Turn a rough call around
• Frustrated customers become the most loyal ones when somebody finally levels with them and delivers

Make the next call easier

• Spot the same problem happening over and over and flag it, so we fix the cause instead of the symptom
• You can talk and type at the same time—notes get written while the call is happening

Requirements

• Strong phone communication—clear, professional, patient
• Basic computer comfort: spreadsheets, email, a phone system, and internal tools
• Reliable attendance and punctuality
• Legally authorized to work in the United States

Preferred

• Call center, collections, dispatch, front-desk, or high-volume customer service experience
• Bilingual (Spanish)
• Any insurance, brokerage, or financial services exposure
• Experience working from call lists or a CRM

The Role

You're on the phone with business owners all day—inbound and outbound—from our office in downtown San Francisco. Two shifts cover the day: an early one for East Coast customers and a later one through the West Coast close. You'll be assigned to one based on business need.

Inbound, you're the first person a customer talks to. You pull up the account, work out what they actually need, and tell them exactly when they'll hear back. Outbound, the list is yours: payments, documents, renewals, and the follow-ups that keep somebody's coverage from lapsing. The volume is real—back-to-back calls and long lists—and the people who love this job love that part.

You don't need an insurance background to start. We'll teach you the systems, the playbooks, and the vocabulary. What we're hiring for is judgment on the phone: hearing the difference between confused and genuinely upset, catching the thing the customer didn't say, and knowing exactly who to pull in when a problem is bigger than the call. Quoting and coverage advice belong to a licensed seller, so you'll never be asked to advise on a policy—everything else, you carry as far as it goes.

What You'll Do

Pick up and take it personally

• You Might Be a Fit If...
• You like talking to people all day and end the day energized by it, not drained
• You show up on time, every day, and take that seriously
• You finish what you start; an open item bothers you until it's closed

You'd rather ask than guess when you're unsure

• You're organized enough to work a list of 80 calls without losing your place
• You're steady with frustrated people

Requirements

Ability to work full-time, Monday–Friday, on-site in downtown San Francisco

Pay

$23 - $26/hour

Type

Full-time, hourly, non-exempt (W-2)—overtime eligible

Location

San Francisco, in-office (425 Market Street)

Schedule

Monday–Friday, in-office. Early shift (East Coast coverage) or late shift (West Coast coverage), assigned based on business need. Overtime available.

Start date

Immediate

Benefits

• Health, dental, and vision insurance
• Commuter benefits
• Team meals and snacks

The Process

• Application screen — We review daily and most candidates hear back within 48 hours
• Phone screen — Short conversation; we'll listen to how you handle a call
• On-site day — Meet the team, see the floor, work through real scenarios

To Apply

We need people on the phones now. If you're dependable, good with people, and want steady in-office work at a fast-growing company in downtown San Francisco—send your resume and tell us about your phone experience.

Harper is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.