Customer Service Claims Representative

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Take ownership of all shipping claim procedures from initiation to resolution.

• Deliver outstanding customer service to both internal and external clients via phone and email.

• Proactively provide updates on claim statuses and next steps to customers.

• Conduct research, investigation, and timely resolution of customer claims and shipping-related issues.

• Monitor customer concerns from beginning to end, ensuring full ownership and accountability.

• Serve as a liaison between customers and shipping carriers to aid in claim resolution.

• Precisely document customer interactions, claim details, and resolutions in company systems.

• Identify and categorize issues to determine root causes and suitable resolution paths.

• Highlight trends, recurring issues, or concerns that may adversely affect customer satisfaction.

• Address inquiries from customers and carriers while adhering to established service level expectations.

• Utilize Salesforce, Microsoft Outlook, Microsoft Word, carrier websites, and other internal systems to research and resolve issues.

• Engage in team meetings, cross-training opportunities, and initiatives for process improvement.

• Suggest system and process enhancements that boost efficiency and improve the customer experience.

• Adapt to new technologies and tools that promote operational excellence and customer satisfaction.

⛳️ Requirements

• At least 2 years of customer service experience within the last 5 years, ideally in a customer support or claims-related role.

• A designated distraction-free workspace or home office.

• High-speed internet access.

• Capability to perform basic equipment troubleshooting and PC/hardware setup.

• Availability to work an 8-hour shift during operating hours from 9:00 a.m. to 8:00 p.m. EST, Monday through Friday.

• Strong customer service skills with the ability to manage difficult situations with professionalism and empathy.

• Exceptional verbal and written communication skills.

• Strong listening abilities and the skill to ask insightful questions to uncover customer needs.

• Capacity to maintain composure and professionalism while juggling multiple priorities.

• Effective problem-solving and critical thinking skills.

• Strong organizational abilities and meticulous attention to detail.

• Ability to work independently while handling a high volume of customer inquiries and claims.

• Commitment to proactive communication and timely follow-up.

• Comfort in navigating various systems and technology platforms simultaneously.

• A customer-first mindset focused on delivering solutions and exceeding expectations.

• A High School Diploma or GED is preferred.

• Previous remote work experience is preferred.

• Proven success in a customer service or contact center setting is preferred.

• Experience handling customer claims, shipping inquiries, or carrier-related issues is preferred.

• Familiarity with Salesforce or similar CRM systems is preferred.

🏝️ Benefits

• Generous paid time off, including one Floating Holiday each year.

• Flexible work arrangements, including adjustable working hours and remote options.

• 401(k) plan with company matching contributions.

• Comprehensive medical, dental, vision, life, and disability insurance.

• Optional benefits available.

• Employee store discount.

• Discounts on mobile plans and movie tickets.