Customer Support Representative

About The Role

We are seeking a dedicated and detail-oriented Remote Customer Service Representative to join our Driven Claims Team. This role is pivotal in maintaining high levels of customer satisfaction by providing timely and effective support related to insurance claims. The successful candidate will communicate with customers via phone and email, assist in resolving claims issues, and participate in team meetings to strategize improvements in customer service delivery.

Qualifications

• Proven experience in customer support or service roles
• Strong phone handling and active listening skills
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel)
• High school diploma or equivalent; post-secondary education preferred
• Minimum of 1 year of relevant work experience; relevant education may substitute
• Bilingual in English and Spanish is a plus
• Excellent communication and presentation skills
• Able to multitask, prioritize, and manage time effectively
• Understanding of general customer service principles and insurance claims processes

Responsibilities

• Respond promptly to customer inquiries via telephone and email, providing accurate information and support
• Maintain, and resolve Customer Care tickets by documenting issues and account details thoroughly
• Utilize computer technology to manage a high volume of incoming emails and calls efficiently
• Identify and resolve product or service issues by clarifying customer experiences, diagnosing causes, and proposing effective solutions
• Follow established communication procedures, guidelines, and policies to ensure consistency and quality
• Use scripts appropriately to maintain the company’s voice and tone during customer interactions
• Address questions related to damage claims and escalate complex issues to managers as needed
• Prioritize and manage multiple tickets effectively, adapting to changing policies or procedures
• Participate in team meetings to contribute to the development of new strategies and process improvements