Senior Customer Service Representative

Essential Job Functions And Responsibilities

• Performs customer interactions quickly
• Performs claim intake via phone from Insureds, Claimants, Agents, and other parties during the initial First Notice of Loss (FNOL) for Worker’s Compensation, Auto, Property, General Liability, Storage, Equine, and others.
• Responds to inquiries, complaints, and concerns regarding the claims handling process and procedures.
• Troubleshoot customer questions
• Resolves routine and non-routine incoming insured requests, while referring more complex issues to more experienced staff.
• Documents processes used to correct issues.
• Responds to correspondence, complaints, and information requests via telephone or e-mail.
• Utilizes computerized systems for tracking, documenting questions/responses, information gathering, and/or troubleshooting.
• Sets up new losses for insureds.
• Submits routine annotations on insureds’ claims.
• Maintains familiarity with policies and procedures, as well as the business and organization.
• Complies with company and regulatory guidelines.

Job Requirements

• High School Diploma or equivalent.
• 1 to 3 years of related customer service experience.
• Excellent written, verbal, and interpersonal skills.
• Ability to work in a fast-paced environment with minimal supervision.
• Strong PC skills and strong working knowledge of Microsoft Office.
• Ability to interact well with others in a team environment.
• Makes methodical yet swift decisions to meet customer needs.
• Strong customer service and interpersonal skills.
• Develops communication skills that convey a clear understanding of the unique needs of various customers.

Benefits

• Competitive benefits packages for full-time and part-time employees.
• Medical, dental, and vision coverage.
• Wellness plans.
• Paid time off and paid holidays.
• A 401(k) plan with company match.
• An employee stock purchase plan.
• Commuter benefits.

Compensation

• Compensation varies by role, level, and location and is influenced by skills, experience, and business needs.