DEPARTMENT: Claims Administration
POSITION: Customer Service Representative

Summary

The essential role and responsibilities of the Customer Service Representative are to assist in the customers and repair facilities with contracts, claims, and payment information in the Claims Administration Department. The ideal candidate has experience in the following skills, patience, attentiveness, clear verbal and written communications, and positive attitude. You will report to the Customer Service Leads.

Responsibilities

• Manage large amounts of incoming calls
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Handle customer complaints provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers

Requirements

• 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
• Bilingual is a plus