Job Description

The principle role of the Customer Service Representative is to provide best-in-class customer service and claims assistance to carriers, contractors, policyholders, and other service providers. The Customer Service Representative serves as a key role by filtering and routing verbal and written initial inquires and providing quality control of assignments within the required timeline.

PRIMARY DUTIES INCLUDE, BUT ARE NOT LIMITED TO:

• Respond to inquiries and requests from various customers in a timely manner using telephone and/or email.
• Review insurance claim assignments to ensure contractor compliance with standards set forth in best practices.
• Manage prescribed territory to ensure adherence to timeframe requirements.
• Intake of issues related to claims and contractors in all areas.
• Provide technical assistance for customers experiencing password difficulties.
• Provide FNOL, assignment and reassignment support.
• Perform other duties as assigned.

SKILLS & REQUIREMENTS:

• 1-3 years customer service experience in an office environment.
• Insurance industry or construction experience strongly preferred.
• Previous experience working with general contractors/vendors is a plus.
• Ability to stay organized while managing multiple priorities.
• Basic computer and keyboarding skills, including Microsoft Word, Excel and Outlook.
• Knowledge of web browsers – Internet Explorer, Google Chrome, and Mozilla Firefox.
• Knowledge in Claims Management Systems a plus.
• Must be able to work in both a team environment and autonomously.
• Strong interpersonal skills and demonstrated ability to work effectively with business leadership.
• Self-motivated and independently able to prioritize tasks and resolve issues.
• Multi-channel communication and support experience including instant messaging, e-mail and phone calls with customers.
• Ability and willingness to work non-standard work-weeks (i.e. 8 AM to 5 PM Wednesday through Sunday) desired; willing to work additional hours or make shift adjustments as determined by business needs.

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