Customer Support Specialist

Role Overview

• Efficiently process and file new claims, evaluate loss information, and ensure accurate categorization.
• Address customer inquiries, provide clear claim determinations, and resolve issues with empathy and professionalism.
• Accurately enter claim details, process transactions, and ensure timely, correct updates to customer records.
• Conduct thorough research to support claim decisions and maintain detailed, accurate documentation of all customer interactions.
• Manage a high volume of incoming calls, ensuring smooth claims intake and excellent customer service.
• Interpret and apply company policies and procedures to ensure claims are processed in accordance with established company guidelines.

Requirements

• High School diploma or equivalent, some college preferred
• Minimum 1 years’ experience in a customer service and/or call center role; experience with high volume calls is preferred; or equivalent combination of education and experience
• Prior experience working in a remote environment is a plus
• Must be able to type a minimum of 30 WPM
• Proficient in Word, Excel and Outlook for document management, communication and data entry
• Strong ability to analyze, identify and resolve customer needs and issues with professionalism, ensuring satisfaction and positive experiences
• Ability to accurately handle transactions and data entry to ensure claim-related information is correctly recorded
• Ability to gather and research information to support claims decisions and resolve customer queries
• Ability to provide exceptional service by addressing customer inquiries and resolving issues in a timely, professional manner
• Ability to analyze complex customer concerns or procedural discrepancies and apply logical solutions.
• Strong written and verbal communication skills to include active listening, ability to clearly and accurately explain procedures, policy and company guidelines to customers and agents
• Ability to accept and act on feedback to drive continuous improvement
• Consistently demonstrates commitment to meeting deadlines, completing tasks thoroughly, maintaining a high standard of performance, and ensuring punctuality in all responsibilities and interactions.
• Experience identifying opportunities for upselling and cross selling additional products and services, preferred
• Prior experience working in a remote environment is a plus
• Highly driven and self-motivated with the ability to work in a fast-paced environment

Benefits

• Competitive compensation
• Flexibility to work from anywhere in the United States for most positions
• Paid time off (vacation time, sick time, 9 paid Company holidays, volunteer hours)
• Incentive bonus programs (potential for holiday bonus, referral bonus, and performance-based bonus)
• Medical, dental, vision, life, and pet insurance
• 401 (k) retirement savings plan with company match
• Engaging work environment
• Promotional opportunities
• Education assistance
• Professional and personal development opportunities
• Company recognition program
• Health and wellbeing resources, including free mental wellbeing therapy/coaching sessions, child and eldercare resources, and more