Job Description
Description:
Answer and respond to incoming customer inquiries (via online chat, email, and incoming/outbound phone calls)
Achieve and maintain a target of answering 80% of incoming calls within specified service level agreements.
Provide exceptional customer service and friendly, knowledgeable, and prompt support
Process a minimum of 5-7 claims per hour on all programs.
Demonstrate experience as a mechanic or customer service representative in the mechanical field.
Develop and maintain a thorough understanding of the company's products, services, policies, service agreements, guidelines, and procedures.
Identify opportunities for process improvement, efficiency enhancement, and service optimization.
Collaborate effectively with other teams members, other departments to coordinate customer support efforts and resolve issues.
Adhere to company policies, procedures, and service standards to ensure consistency, quality, and compliance in customer care operations.
Achieve or exceed an average of 85% on the quarterly Quality Assurance scorecard.
Requirements:
Mechanic knowledge and experience (Prior experience in claims processing is a plus)
Minimum 1-2 years of experience in customer service, preferably in a call center environment.
High School Diploma.
Associate or bachelors degree preferred.
Proficiency in using Microsoft Office tools (Outlook, Word, Excel) is preferred.
Excellent verbal and written communication skills.
Strong customer service orientation with a focus on providing exceptional customer experiences.
Ability to handle difficult or sensitive situations with empathy and professionalism.
Strong organizational and time management skills with the ability to multitask and prioritize workload effectively.
Strong analytical and problem-solving skills.
High level of accuracy and attention to detail in processing claims and customer information.
Ability to follow procedures and guidelines to ensure compliance and accuracy.
Ability to work effectively as part of a team and collaborate with colleagues and other departments.
Ability to adapt to changes, learn quickly, and work effectively in a dynamic and evolving environment.
Benefits:
paid time off
medical
dental
vision
401k match (50% on the dollar up to 7% of employee contribution)
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