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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 ONLY, PLEASE.
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.
REQUIRED SKILL: 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.
REQUIRED SKILL: COMPOSURE AND CONFLICT MANAGEMENT
- Able to remain composed during the normal stress and ambiguity present in the work environment.
- Seeks win-win solutions.
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