DEPARTMENT: Claims Administration

POSITION: GAP Claims Customer Service Specialist

REPORTING TO: GAP Claims Supervisor

Job Summary

The essential role and responsibilities of the Customer Service Specialist are to answer incoming calls received from Customers, Accounts, and Agents promptly and professionally. Enter accurate and complete notes in Profit Track upon completion of each call. Initiate new GAP claim within Profit Track when warranted and provide necessary information to callers on documentation required. Provide claim status to callers on existing claims. Refer callers to Examiners, Supervisor, Manager as warranted. The ideal candidate has experience in the following skills, patience, attentiveness, clear verbal and written communications, and a positive attitude. This position will report to Gap Claims Supervisor.

Job Duties

• Manage large amounts of inbound calls
• Identify customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customers through open and interactive communication
• Provide excellent service to be able to get satisfied customer reviews
• Ability to understand claims and customer interactions
• Follow communication procedures, guidelines, and policies
• Take the extra mile to engage customers

Job Qualifications

• Proven customer support experience or experience as a client service representative
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Customer orientation and ability to adapt/respond to different types of characters
• Ability to multi-task, prioritize, and manage time effectively
• High school degree