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. And while we may be a little biased, we believe that our work shapes communities and changes lives. We have big hearts and love big ideas. We've been around for more than 100 years, but don't let that fool you. Pinnacol is committed to taking care of Colorado employers and workers in the most innovative ways. We celebrate continuous improvement, new ideas, compassion, teamwork, integrity and excellence.

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.
• Meet call volume and team service goals.
• 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.
• Perform other duties as assigned.

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.

Skills

• Must have 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).

Benefits

• Choose from diverse benefit offerings for medical, dental and vision.