Associate Customer Service Representative, CI

About Us

Resonance CX Partners' mission is to help experienced professionals find opportunities that truly align with their values. We are not a staffing firm or agency. Resonance CX does not hire for these positions—we identify and validate them from customer-focused organizations directly.

Job Summary

Performs a limited range of customer service activities such as obtaining first notice of loss information, responding to inquiries, and explaining processing procedures to deliver the best possible outcome while meeting or exceeding the customer's expectation. Maintains essential information on all calls received.

This is a remote/hybrid position. You will be required to go into the office twice a month if you reside within 50 miles of one of the following offices: Columbus, OH; Hoffman Estates, IL; Liberty Lake, WA; Indianapolis, IN; Lake Oswego, OR; Plano, TX; Suwanee, GA; and Syracuse, NY. Please note this policy is subject to change. The anticipated start date for this role is September 8, 2026.

Responsibilities

• Deliver an exceptional customer service experience.
• Obtains information from customers regarding claims and accidents on some lines (commercial auto, workers' compensation, liability, property, Integrated Disability Management, short-term disability, etc.) through a primary intake method (telephone reports, fax and other sources).
• Provides direct guidance and assistance to customers regarding first report of loss or first report of injury.
• Provides guidance such as Provider Referral Services (PRS).
• Assists with customer inquiries and/or problems, alerts people leaders to potential escalations.
• Refers callers to appropriate contacts.
• Transmits reports and messages to branch offices and to state agency as required.
• May act as a liaison between management and customer for routine information and reports requested.
• Prepares reports for management from customer information.
• Maintains logs, records and reports as required to ensure accurate information and reporting capabilities for customers.
• Updates information on automated system.
• Performs weekend driver work as needed once proficient in telephony skill.

Qualifications

• Demonstrates a willingness to be coachable by remaining open to feedback and applying it effectively to support continued growth and help reduce recurring trends.
• Demonstrating accountability for managing time effectively and ensuring consistent attendance and preparedness during scheduled work hours.
• Achieving established efficiency goals to support business results.
• Maintaining strong schedule adherence to ensure customer accessibility.
• Following Triton standards and demonstrating professional work habits.
• Maintaining dependable attendance and adhering to the Time Away from Work Policy.
• Managing time effectively by being present, prepared, and available during scheduled work hours.
• Adopt and utilize GPT and generative AI tools to enhance efficiency, support quality outcomes, and contribute to a culture of innovation and continuous improvement.
• Interpersonal and listening skills to build solid relationships inside and outside the organization.
• Communication skills to perform active listening and exchange accurate information in a responsive, respectful manner.
• Ability to exercise influence and create good outcomes.
• Adaptability to be open-minded and flexible when faced with changes at work.
• Ability to understand, remember and explain claims reporting procedures; and working knowledge of systems and personal computers.

Experience

High school diploma (or equivalent) and a minimum of 1-2 years of customer service or insurance experience preferred.