Customer Service Representative - Schaumburg, IL

US-IL-Schaumburg
FLSA Status
Non-Exempt
Type
Regular Full-Time

Mission

Interacts with insurance carriers, vehicle owners, and auto repair facilities to provide information in response to inquiries about services.  Handles and resolves complaints.

Position 80s

 

Position 80s / Essential Responsibilities

  • Resolves all issues received via telephone or email for all company services in an expedited manner, including Subrogation, Customer Choice, Desk Review, and DRP;
  • Answers specific questions received from insurance carriers, vehicle owners, and auto repair facilities, regarding claim reviews performed by claims specialists;
  • Creates, expedites, or cancels claim transactions as appropriate based on interaction with insurance carriers, vehicle owners, and auto repair facilities;
  • Collaborates with all teams to ensure proper claims handling, based on the defined processes;
  • Consistently handles customer contacts in full conformance with defined process requirements, quality standards and business rules; 
  • Takes appropriate actions to address any/all noted areas for improvement

 

Must be flexible to work extended/flexible hours, including weekends, holidays, evenings, etc., as necessary; and

 

All other related and/or additional responsibilities that may be required or assigned.

 

Qualifications

JOB SPECIFICATIONS

Any equivalent combination of education and experience which provides the applicant with the knowledge, skills, and abilities required to perform the job will be considered.

Education:

  • Minimum of a High School education or GED required

 

Experience:

  • Two (2) years customer service experience required (Prior work experience in a call center environment is preferred)

 

Competencies: 

To perform the job successfully, an individual should demonstrate the following knowledge, skills or behaviors:

Knowledge of:

  • Knowledge of MS office Word Processing software.

 
Skills:

  • Excellent interpersonal skills, judgment and decision-making skills.
  • Efficient computer and typing skills.
  • Proficient bilingual (English/Spanish) language skills are considered a plus; 

 

Ability to:

  • Speak clearly and persuasively.
  • Listen and clarify responses from customers.
  • Communicate clearly and effectively (both verbally and in writing) with both internal and external clients.
  • Respond well to questions
  • Respond promptly to customer needs.
  • Respond to requests for service and assistance.
  • Identify and resolve problems in a diplomatic manner
  • Pay attention to detail
  • Display a positive attitude, at all times.
  • Manage difficult or emotional customer situations.
  • Work effectively as part of a team.
  • Concurrently communicate telephonically and type.
  • Multi-task and manage incoming/outgoing phone calls.
  • Use multiple computer applications for data entry, locating answers to questions in application help files.
  • Use email to send and receive messages
  • Consistently meet or exceed department goals and guidelines
  • Consistently meet or exceed individual performance goals
  • Consistently meet attendance requirements
  • Be flexible to meet dynamic and ever-changing work schedules
  • Work in a routine, repetitive work environment
  • Sit for multiple hours at a time and to work multiple hours a day at a computer keyboard; and,
  • Remain alert and focused during the work day.

 

 

It is impossible to list every requirement for, or responsibility of, any position.  Similarly, we cannot identify all the skills a position may require since job responsibilities and the Company’s needs may change over time.  Therefore, the above job description is not comprehensive or exhaustive.   The Company reserves the right to adjust, add to or eliminate any aspect of the above description.  The Company also retains the right to require all employees to undertake additional or different job responsibilities when necessary to meet business needs.

 

 

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