Company Overview

Mitchell, Genex and Coventry

With Mitchell, Genex and Coventry now one organization, we've dramatically expanded our ability to deliver innovative services and technologies to our customers. We've also seen career opportunities within our combined organization grow. Each part of our organization helps people recover after a challenging event in their lives.

Mitchell delivers trusted software and services to the property & casualty claims, collision repair and risk management industries with technology-enabled solutions that simplify claims handling, repair processes and pharmacy transactions. Genex helps injured workers return to their jobs in a safe and efficient manner through compassionate case management, reducing health care costs and disability expenses for our customers. Coventry offers the nation's largest and most diverse set of provider and ancillary networks focused on improving total overall outcomes.

Together, we bring a complete set of proven capabilities for our partners who require more than one-dimensional solutions. We combine innovative technology, insightful analytics and deep expertise to help them reach their ultimate goal-restoring lives.

Job Description

Mitchell International is hiring for a remote Account Support Representative to join our Auto Physical Damage business unit. The Representative:

• Interacts directly with customers, sales and/or service representatives to handle a variety of inbound and outbound post-sales service functions.
• Receives customer and internal partner requests and works independently and/or collaborates with other teams to service these requests, follow-up or escalate appropriately.
• Prepares/retrieves documentation related to customer account, product, and service inquiries/issues.
• Updates databases with documentation related to customer interactions and steps taken to serve customer needs.
• Ensures account information is accurate by keeping it updated, filing/managing customer documentation/forms.
• May schedule field sales/service visits or escalate to partners as appropriate.
• Handles requests for additional company materials.
• Maintains records of customer contact and follow-up and resolves customer billing, payment and credit problems.

Qualifications

• Related experience: A minimum of 1 year inbound call center experience
• Excellent Customer Service Skills
• Ability to calmly handle upset customers and guide them to help you understand their issue
• Effective and professional written and verbal communication with customers, internal stakeholders, management and employees
• Ability to work productively and contribute to a team environment
• Ability to effectively prioritize backline work when there are no calls in the queue
• Ability to work productively and contribute to a team environment
• Ability to effectively document customer interactions so that others have a complete picture of the communication when reviewing or taking an escalation
• Is regular in attendance, consistently punctual, dependable, conscientious, and possesses a strong work ethic

Benefits

We're committed to supporting your ultimate well-being through our total compensation package offerings that support your health, wealth and self. These offerings include Medical, Dental, Vision, Health Savings Accounts / Flexible Spending Accounts, Life and AD&D Insurance, 401(k), Tuition Reimbursement, and an array of resources that encourage a lifetime of healthier living.

The Company is an equal opportunity employer, values the diversity of our workforce and the knowledge of our people. The Company does not discriminate against an applicant or employee on the basis of race, color, religion, national origin, ancestry, sex/gender, age, physical or mental disability, military or veteran status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other characteristic protected by applicable federal, state or local law.

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