CS Specialist Tier I

The Customer Service Specialist is an entry-level customer service team member who focuses on answering customer inquiries, customer issues and resolves concerns and requests from commercial insurance customers and partners.

How You’ll Do It

• Provide responsive, timely, and relevant service to customers and partners
• Handle inbound calls and emails from our customers and cross-functional partners to provide excellent customer service.
• Seek and provide resolution for customer concerns while also anticipating ways to prevent future issues.
• Maintains service level expectations set by the Customer Service team in a consistent and efficient manner.

• Consistently meet production goals.
• Model the behaviors and strategies necessary to successfully interact with and resolve issues for small business owners and partners in all channels
  • Applies Workers Comp training and knowledge to policy, billing, and audit questions.
  • Voices the customer’s needs and advocates for the customer and their perspective.

• Participate in ongoing training 
  • Maintains knowledge and familiarity with company policies and procedures through ongoing training.

The Right Stuff

• A High School Diploma or GED is required. Bachelor's Degree or college coursework preferred.
• 2+ years of customer service experience required; 1 year call center experience preferred.
• Intermediate communication skills: able to clearly and professionally communicate with customers via phone and email. 
• Intermediate problem solving skills to be able to resolve simple problems quickly and effectively with little guidance. Often applies analytical and critical thinking skills within their role.
• Developed self-direction and responsibility for own tasks, deliverables and timelines.
• Ability to work in a team environment, develop and sustain collaborative working relationships. Learning to consider the needs of stakeholders and fully commit to a decision made.
• G-Suite tools, Salesforce, collaboration tools (Slack is preferred).