SUMMARYAnswer inbound telephone calls and emails from customers inquiring about international travel, customers requiring medical or concierge assistance, or customers requiring claims, technical, or language support. Some calls will be of a crisis nature. Provide information on products and services and gather information on customer's specific needs. Coordinate a solution for the customer by involving and directing internal and external specialists. Handle basic administrative tasks within the Assistance Department. Prepare customized materials for clients and/or customers as required.

JOB FUNCTIONS• Key responsibilities which take no less than 10% of overall job time• Regular, predictable, reliable attendance is an essential function of this position.• Answer inbound telephone and email inquiries; connect with the customer to identify purpose of contact and to verify their membership and insurance information; listen attentively and respond to customer inquiries providing accurate and complete program information educating the customer on total services available. Coordinate with clients, other departments or department management to verify eligibility for service and level of benefit available to the customer.• Coordinate services for customers who have encountered non-medical travel emergencies (ex: assist with replacements of travel documents like passports, arranging for repatriation of body remains, lost luggage etc.)• Coordinate concierge services in accordance with customer's service benefit, booking arrangements as requested.• Initiate cases for customers experiencing medical emergencies while traveling away from home.• Collaborate with and assist supporting all parties to ensure the customer receives the highest level of service during time of need.• Manage incoming faxes or emails to the Assistance Department following a defined procedure.• Respond to claims inquiries from customers (members, clients or providers).• Provide back-up support to the case management process as required to meet overall demand.• Escalate customer concerns/issues to Sr. Assistance Coordinator and/or Manager for resolution if all other means of satisfying the customer have been exhausted.• Stay up-to-date on procedural changes in order to communicate accurate information to customers.• Provide phone and assistance support to other service centers as necessary to meet business needs.• Provide language support for International travelers both written and oral (may require fluency in a second language.)• May require overnight or weekend duties during local weather emergencies as necessary to meet business needs.• May perform other duties as assigned.

MINIMUM QUALIFICATIONS• Associate's degree in a related field or equivalent combination of education and experience.• Two (2) years experience in customer service environment.• Two (2) years travel agent experience preferred.• Knowledge of world geography; International travel experience is preferred.• Typing speed > 35wpm.• Fluency in a second language is preferred and may be required based on changing business needs.• Experience with Sabre GDS system preferred.

Nearest Major Market: Richmond