The Customer Relations Representative provides professional, compassionate front-line support to external and internal partners, responding to status requests, grievances, and other general inquiries via email and telephone.
LOOKING FOR FLUENCY IN SPANISH. BILINGUAL CANDIDATES HIGHLY PREFERRED.
RESPONSIBILITIES Responds to both internal and external requests for assistance. Answers incoming calls, checks voicemail, and makes outgoing calls timely, surpassing customary business standards for customer service.Answers incoming calls regarding First Reports of Injury and inputs new claims into proprietary software. Accurately documents all contacts and enters provided information. Updates systems as appropriate.Exercises active listening and asks probing questions to ensure customer inquiries and concerns are appropriately addressed. Distributes or escalates calls to the appropriate personnel and works closely with departments to assist with customer services issues or grievances. Ensures timely responses and maintains up-to-date information for all contacts. Continually broadens knowledge of Company transactions to increase customer service skills. Provides assistance to other departments as needed.Proactively communicates directly to Customer Care leadership any problems or issues that may adversely impact workflow or service to our insureds, an injured worker, vendors or the business. Ensures work is performed in accordance with Company standards, training, supervisory direction, and applicable laws. QUALIFICATIONS Education: Minimum of High School Diploma or equivalent certificate required. College degree a plus. Experience: Minimum of one year of service experience, preferably in a call center environment, preferred. Industry experience a plus/ Computer Skills: Must demonstrate basic technical competencies in the use of Microsoft Office/365 applications and be able to become proficient in proprietary and vendor software programs.Learning Agility: Demonstrates the needed capacity to grasp essential concepts or information. Learns from mistakes of self and others; does not repeat mistakes. COMMUNICATION Able to read and comprehend simple instructions, short correspondence, and memos. Able to prepare clear and concise written communications on a basic level. Able to effectively present information to and respond to questions from external customers and internal employees. Communicates and articulates clearly; is informative and appropriately concise. Able to guide verbal direction via telephone. Listens and gets clarification. COMPOSURE AND CONFLICT MANAGEMENT Able to remain composed during the normal stress and ambiguity present in the work environment. Seeks win-win solutions.
