Customer Service Representative

About Balance Platforms, LLC 

Balance Platforms, LLC (https://balanceclaims.com) provides full-service claims administration, estimating, and advisory services for contractors in the insurance restoration industry. We integrate into our clients’ workflows to help manage construction job files efficiently so they can focus on selling, building, and billing. 

Customer Service Representative (CSR) – Seasonal

In Office – Indianapolis, IN

Balance Platforms is seeking a Customer Service Representative (CSR) to serve as the primary point of contact for inbound client communication and internal task coordination. 

This role is centered around handling inbound phone calls, routing requests, and ensuring all communication is properly captured and directed to the appropriate team members. The CSR plays a key role in keeping workflows organized and ensuring nothing falls through the cracks. 

This is a seasonal, in-office role with the potential to transition into a full-time position based on performance and company needs. 

What You’ll Be Responsible For 

• Answer and manage inbound client phone calls in a professional and efficient manner  

• Triage incoming requests and route them to the appropriate internal teams (Sales, Account Management, Production, or Admin)  

• Create and assign tasks to ensure all client communication is documented and followed up on  

• Provide basic file status updates when appropriate and escalate more complex requests  

• Make outbound calls to clients when additional follow-up is needed to support file progression  

• Support the Admin team by ensuring communication gaps are minimized and follow-ups are initiated when needed  

Performance Expectations 

• Maintain consistent responsiveness to inbound calls throughout the day  

• Accurately capture and route client requests with minimal errors or rework  

• Ensure every interaction results in a clear next step (task created, routed, or escalated)  

• Follow established workflows and documentation standards consistently  

• Contribute to keeping projects moving by initiating follow-up calls when needed  

Qualifications 

• Strong verbal communication skills and professionalism on the phone  

• High attention to detail and organizational ability  

• Ability to manage multiple conversations and tasks throughout the day  

• Basic computer proficiency (experience with CRM systems such as HubSpot is a plus)  

• Prior customer service or administrative experience preferred but not required