Customer Service Representative

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

📋 Description

• Respond to phone calls and written inquiries from clients, insured individuals, attorneys, and adjusters.

• Gather accident information to identify potential recovery sources and adjust case statuses as needed.

• Facilitate a positive experience for callers by ensuring call queue availability, engaging with customers, and providing educational support.

• Handle a high volume of inquiries via phone calls, voicemails, faxes, scanned documents, and emails.

• Recognize and evaluate customer needs to maximize client satisfaction.

• Assist callers with immediate data collection or educational inquiries.

• Redirect or transfer calls to the appropriate Recovery Specialists.

• Utilize internal systems and resources to deliver precise and comprehensive information.

• Ensure consistent phone coverage to reduce missed and abandoned calls.

• Review, promote, and activate referrals generated by clients and Phia.

• Collect and record attorney and adjuster details in the designated system tabs.

• Manage calls, case activations, data entry, and data management in accordance with company policies.

• Address departmental requests through the online questionnaire platform.

• Conduct research on automatic updates from a national database used to identify third-party claims.

• Review scanned documents for systematic updates, including Phia Accident Questionnaires.

• Produce client-specific reports on a weekly basis as required.

• Safeguard company assets and adhere to information security protocols.

⛳️ Requirements

• A minimum of 2 years of experience in a law firm, insurance company, third-party administrator (TPA), or medical sector.

• Experience in a call center environment.

• Preferably located in the MST or PST time zones.

• High School diploma or equivalent is preferred.

• Bilingual candidates are preferred but not essential.

• Experience with remote work or education.

• A private workspace with a closed door for confidentiality.

• Adequate internet speed to support video calls, IP phone usage, and multiple systems.

• A distraction-free home environment that does not require assistance during work hours.

• Strong verbal and written communication abilities.

• Understanding of proper telephone etiquette, soft skills, and emotional intelligence.

• Effective listening capabilities.

• Proficient in time management and organization, with the ability to switch between tasks efficiently.

• Exceptional attention to detail and documentation practices.

• Strong organizational, interpersonal, and administrative competencies.

• Capacity to work collaboratively within a team as well as independently.

• Self-driven and capable of meeting deadlines in high-pressure situations.

🏝️ Benefits

• Comprehensive benefits package for employees.

• Fully remote position.

• Commitment to equal opportunity in the workplace.

• Reasonable accommodations for qualified applicants with disabilities.