Customer Service Specialist
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Job Summary
Under limited supervision, answer incoming claim inquiry calls and emails. The hours for this role will be 10 am – 6 pm EST with the availability to work earlier shift if needed.
Essential Duties & Responsibilities
- Handle and respond to incoming phone calls and emails over the phone and/or in writing within designated time frames.
- Provide assistance to our callers –such as insureds, agents, and providers using multiple system applications. May also utilize logs or other tools to track and update issues.
- Is accountable to validate and locate claim information for callers and provide assistance using our applications such as our website or other systems.
- Collaborate with claim professionals, business partners and team members in the handling of claim inquiries and general questions
- May perform additional new loss set up duties as assigned
Reporting Relationship
Supervisor or above
Skills Knowledge and Abilities
- Strong written, verbal and interpersonal communication skills including professional phone etiquette and the ability to work with internal and external customers at all levels
- Build rapport with our customers and strong relationships with your colleagues by demonstrating teamwork and collaboration
- Act with a sense of urgency to provide superior service to our customers and internal business partners taking ownership to see things through to a timely resolution
- Solid organizational skills and the ability to prioritize work as needed while working in a call center environment
- Embrace existing and new technology, effectively utilizes desktop tools to multi-task and deliver efficient customer service
- Able to adapt to change and value diverse opinions and ideas
- General knowledge of the insurance industry
Education and Experience
- High school diploma GED or equivalent experience
- Typically a minimum six months to one year call center experience preferred
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