Customer Service Specialist

Overview

Working in a call center environment to deliver top level service to providers, claimants, policyholders and agents by efficiently gathering customer information, assessing and fulfilling needs.

Responsibilities

• Act as customer service contact for a large volume of inbound calls from providers, claimants, policyholders, agents and internal customers.
• Explain Workers Compensation and Property and Casualty policies for external and internal customers.
• Analyze problems/concerns of the customer and either provide information/ solution or consult with other areas to obtain further information, clarification or assistance when appropriate.
• Provide information by reviewing bills, payments, benefits, policy status, and premium due and facilitate collections by taking electronic premium payments.
• Act as interface for online customers requesting Account Registration access or assistance with resetting of passwords and provide troubleshooting assistance and support for incoming queries and issues related to Zenith customer applications.
• Documents information, activities and changes of pertinent information and policy transactions in notes system.
• May act as a (Spanish) Interpreter for internal claims staff.
• Applies principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions.
• Work productively and harmoniously with others on a consistent basis.
• Respond positively to direction and feedback on performance.
• Consistently maintain professional and appropriate demeanor.
• Perform other duties/projects as assigned.

Qualifications

• Education: High School Diploma or equivalent combination of education and experience required. Bachelor’s Degree or equivalent combination of education and experience preferred.
• Work Experience: 1+ years previous call center/customer service experience required.
• Knowledge, Skills, And Abilities: Strong computer skills with ability to navigate through multiple applications at any given time. Proficient with Microsoft Office Suite including Excel, Word, and Outlook. Prior experience working in a high production environment and delivering exceptional customer service and following established protocols required. Demonstrated ability to communicate effectively and listen actively with strong problem-solving skills required. Excellent verbal and written communication skills; excellent phone skills, strong attention to detail required. Demonstrated ability to work effectively and collaboratively as a member of a team. Action-oriented; results-oriented; with demonstrated ability to work with a sense of urgency and manage multiple tasks simultaneously and expeditiously required. Bilingual (fluent Spanish) strongly preferred.

Pay, Benefits, And Other Information

The expected salary range for this position is $37,109.59 - $54,272.78. Actual pay will be adjusted based on experience, geographic location, and other job-related factors as permitted by law. Qualifications may warrant placement in a different job level.

• Benefits: Medical, Dental and Vision Insurance, Flexible Spending Accounts, Paid Parental Leave, Life, AD&D and Disability Insurance, 401(k), Employee Share Purchase Plan (ESPP), Education and Training Reimbursement, Paid Leave: 3 weeks/year Vacation, 2 weeks/year Sick Leave, 10 paid Company Holidays, 2 Personal Days, 2 Floating Holidays, Employee Assistance Program (EAP).

For more information, review details on the Benefits page of our Career Site: https://www.thezenith.com/careers/benefits/