Customer Experience Representative

About the role

Pinnacol Assurance does just one thing, and does it better than anyone: provide caring workers’ compensation protection to Colorado employers and employees. Founded over 100 years ago, Pinnacol is committed to innovative solutions and compassionate service.

Responsibilities

• Provide best in class customer service to external stakeholders, internal business teams and other disciplines within Company’s operations.
• Explain general workers’ compensation and company guidelines, requirements and procedures using problem solving skills and broad-based knowledge.
• Handle phone, chat and email on a consistent and professional basis.
• Manage and prioritize a high volume of administrative tasks including but not limited to: email, phone, chat and fax.
• Provide administrative support to the Company’s claims and underwriting staff.
• Educate and inform customers of Company’s various services such as the designated provider discount, electronic funds transfer and Company’s online options on Pinnacol.com.
• Prepare and process policy endorsements including waivers of subrogation, address changes, and other miscellaneous endorsements.
• Accept and process, error free, credit card or electronic funds transfer payments.
• Maintain a high level of customer satisfaction and meet call volume and team service goals.

Additional Duties

• Provide front desk coverage and support as needed.
• Adhere to Lean principles involved in process improvement activities/projects.
• May provide backup support for Spanish services if applicable.

Requirements

• High School Degree or GED required. Completion of a degree is encouraged and supported.
• One year experience in high volume phone customer service environment strongly preferred.
• Bilingual (Spanish) a plus.
• Strong interpersonal and problem solving skills.
• Thrives in a high-volume, performance-driven environment, managing a consistent queue of inbound/outbound communications.
• Ability to efficiently manage a high volume of customer interactions daily while meeting established key performance indicators (KPIs).

Qualifications

• Regular attendance required.
• Extensive telephone and computer work in an office environment.

Skills

• Excellent communication skills.
• Problem-solving abilities.
• Administrative support skills.
• Customer service orientation.

Benefits

• Medical, dental, and vision insurance.
• Positive, collaborative work environment.
• Commitment to diversity, equity, and inclusion.
• 20 paid days off your first full year plus 9 paid holidays.
• Unique wellness programs, including on-site fitness facilities and classes.
• Professional development opportunities.
• Volunteer time off through Pinnacol in Action.
• Quarterly incentive based on team performance.

Pay

The compensation amount for this role is targeted at $25.96-$27.50 per hour. Final offer amounts are determined by multiple factors including your experience and expertise and may vary from the amounts listed above.

Schedule

Regular attendance required. Extensive telephone and computer work in an office environment.