The Customer Service Representative ensures the delivery of excellent customer support through fast and accurate communication, making necessary changes to plans, coordinating with other team members and departments to resolve inquiries and issues for customers and branch representatives.
Minimum Qualifications:
- High School Diploma or equivalency required.
- At least 3 years of customer service experience required; experience in a call center environment preferred.
- Experience using 3-4 systems/programs simultaneously.
- Bi-Lingual in Spanish is a plus.
Primary Job Functions:
- Communicates clearly and empathetically with customers by phone and email.
- Establishes claims by inputting data from claim documents received from various queues and systems.
- Multitasks frequently with various computer applications to process, log, and route claim documents, mail, and claim letters in between customer calls.
- Resolves escalated situations in a courteous manner.
- Nurtures strong, long-term relationships with customers and branch representatives.
- Maintains a consistently positive, professional, and cooperative tone with customers, contacts, and co-workers.
- Communicates with other departments and external parties via email, phone, and fax.
- Acts as a team-player with co-workers, paying close attention to detail and resolving issues in the best interest of the customer, store representative and the company.
- Remains flexible to work various shifts and is willing to learn all lines of business within the department, occasionally assisting other departments.
- Other tasks as assigned.
The above cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform.
Skills & Competencies Required:
- Excellent interpersonal and customer service skills.
- Ability to thrive in a fast-paced, rapidly changing, high volume work environment.
- Effective verbal and written communication skills.
- Basic to moderate skills in Word, Excel, and Outlook and other Microsoft Office applications.
- Problem solving skills.
- Ability to multitask using various applications and channels of communication.
Additional Information:
Full benefit package including medical, dental, life, vision, company paid short/long term disability, 401(k), tuition assistance and more.
