Description
A Customer Care Representative provides telephonic customer service and technical support for the claim department. Knowledgeable in the requirements and information that can be relayed to the caller. Other miscellaneous duties as assigned by management.
Essential Duties and Responsibilities:
- Provide telephone service and assistance to all company customers and other claim related parties
- Respond to customer inquiries in a polite, timely, and accurate manner
- Enter and maintain required claim information into company claim system
- Notify appropriate technical personnel regarding technical inquiries on existing losses
- Provide pre- and post-loss material to assigned customers as required
- Place follow up calls to insureds/claimants/agents to obtain missing information
- Pass all internal and external phone audits
- Meet or exceed all call volume goals
- Follow all escalation guidelines as outlined
- Navigate multiple programs/systems to access and pull policies into the claim file
- Fully and accurately update ALL policy data within the Insurance Policy module in C3 based on the policy pulled
- Update C3 with any missing or incorrect information i.e.: insured name/address/etc.
Qualification Requirements:
Education / Licensing:
- High School Diploma or Equivalent, higher education a plus
- Bilingual abilities (Spanish) a plus
- 2+ years of customer service experience preferred
Technical Skills:
- Must have a high level of interpersonal skills to handle sensitive and confidential situations and information
- Must be able to work independently and possess excellent written and verbal communication skills
- Advanced knowledge of a variety of computer software applications in word processing, spreadsheets, database, and presentation software. (Microsoft Office platform)
- Demonstrate excellent organization and time management skills
Abilities:
- Requires long periods of sitting
- Requires working indoors in environmentally controlled conditions
- Requires lifting of files and boxes up to approximately 20 pounds
- Repeated use of keyboard, mouse, and exposure to computer screen
- Must be willing to travel as assigned
- Must be able to work staggered shifts