Scan your resume against ATS criteria for this Associate Customer Service Representative role at UNAVAILABLE.
Premium Audit Services and CSO Involuntary Market are inbound service environments that perform a variety of customer support duties. These duties include, but are not limited to, handling inbound calls and emails and serving as a primary contact for support and service related to commercial audits and involuntary market workers’ compensation policies.
The
will address questions and concerns from policyholders, agents, business partners, and third parties in an accurate and timely manner. This role provides support across a highly diverse, cross-functional product set, technology platforms, and applications. Employees in this role must be able to follow detailed procedures, apply problem-solving skills, and complete both routine and non-routine tasks and duties.
This is a metric-based role and includes, but is not limited to, performance expectations around talk time behaviors, after-call work, schedule adherence, offline work behaviors, and service tracking.
Acts as the first point of contact for routine customer requests and inquiries related to commercial audits and involuntary workers’ compensation policies, requiring extensive phone and email interaction with policyholders, agents, business partners, and third parties.
Establishes and maintains professional relationships with both external and internal customers while developing an understanding of service needs.
Coordinates request activities with various departments to ensure efficient and quality service, including but not limited to Underwriting, Billing, Premium Audit, and Claims.
Completes basic research related to customer inquiries and requests. If unable to resolve the issue, identifies and engages the appropriate department, individual, or escalation path.
Provides clear and detailed explanations to customers regarding audit results, policy-related inquiries, and other service needs.
Collects, sends, routes, and documents forms, submissions, and other materials necessary to support customer requests.
Routes requests and submissions using appropriate systems for assignment and resolution.
Accurately and timely documents required transactions and customer interactions.
Identifies workflow gaps and makes recommendations for process improvement.
Upholds customer care standards by achieving individual goals related to work quality, phone and email handle time, adherence, and reliability.
Cross-trains among other departments as business needs dictate.
Our hours of operation are
. Employees must be flexible to work within these hours, as well as some holidays. Most employees will work no later than
and will not start prior to
.
Attendance is critical to success in this role and is
. Participation, performance, schedule adherence, and attendance will be continually assessed throughout training and throughout employment.
We are currently unable to consider candidates residing in AK, CA, HI, IL, NY, NV, or WA.
preferred.
Excellent oral, written, and interpersonal communication skills.
Ability to multitask in a fast-paced, structured team environment.
Ability to communicate effectively with individuals at all levels both within and outside the organization.
Intermediate skill level in Microsoft Office applications, including the ability to open, create, and modify documents, spreadsheets, and email, and to enter/retrieve information using various applications and systems.
Ability to effectively exchange routine and non-routine information verbally and in writing and apply knowledge of departmental policies and procedures.
Must be able to acquire and maintain company and department
requirements, including a dedicated room with a desk, a safe and quiet professional work environment, and wired high-speed internet through cable, fiber, or DSL service.
California
Los Angeles Incorporated
Los Angeles Unincorporated
Philadelphia
San Francisco
preferred.
requirements, including a dedicated room with a desk, a safe and quiet professional work environment, and wired high-speed internet through cable, fiber, or DSL service.
How to apply for Associate Customer Service Representative at UNAVAILABLE?
Click the "Apply on Company Website" button on this page to submit your application directly on the employer's official portal.
What is the salary for this role?
Salary details will be discussed during the interview.
What experience is required?
2+ years of experience is required.
Is this position still open?
Yes, currently active and accepting applications.
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Associate Customer Service Representative
UNAVAILABLE · ${34271}-Remote)
