Senior Customer Service Specialist

State Compensation Insurance Fund is hiring a Senior Customer Service Specialist at the Senior Workers’ Compensation Claims Adjuster level to support customer service efficiency and effectiveness. The role provides staff guidance, handles escalated calls and written inquiries, identifies workflow and training improvements, and prepares reports and reference materials.

Responsibilities:

• Serve as SME resource and provide guidance to the staff to include the handling of escalated calls and responding to written customer inquiries
• Identify trends and make recommendations for training and/or adjustments within workflow to increase operational efficiency
• Prepare project reports, job aids, reference materials, and memos
• Develop, analyze, maintain, and present statistical data for various management reports and make recommendations

Requirements:

• strong analytical and communication skills
• The successful candidate must reside in California upon appointment
• Applicants must meet the Minimum Qualifications stated in the Classification Specification(s)