Customer Service Representative

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

📋 Description

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

• Gather accident information to identify potential recovery sources.

• Evaluate and adjust cases based on the information collected.

• Foster a positive experience for callers in the call queues.

• Interact with and inform customers effectively.

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

• Identify customer needs to enhance client satisfaction.

• Assist callers in real-time with data collection or educational support.

• Redirect calls to the appropriate Recovery Specialists when necessary.

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

• Ensure phone coverage to reduce missed or abandoned calls.

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

• Collect and document information about attorneys and adjusters in the system.

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

• Address department requests through the online questionnaire portal.

• Investigate automatic updates from a national database for third-party claims identification.

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

• Produce client-specific reports weekly as required.

• Safeguard company assets and adhere to information security policies.

⛳️ Requirements

• Minimum of 2 years of experience in a law firm, insurance company, Third Party Administrator (TPA), or medical industry.

• Experience in a call center environment.

• Preference for candidates located in MST or PST time zones.

• High School diploma or equivalent preferred.

• Bilingual skills are a plus, but not mandatory.

• Experience in remote work or education is advantageous.

• A private workspace with a closed door for confidentiality is necessary.

• Adequate internet speed to support video, IP phone, and multitasking.

• No distractions in the home environment that would interfere during working hours.

• Strong verbal and written communication abilities.

• Familiarity with proper telephone etiquette, soft skills, and emotional intelligence.

• Effective listening capabilities.

• Excellent time management and organizational skills with the ability to switch tasks efficiently.

• Remarkable attention to detail and thorough documentation practices.

• Strong organizational, interpersonal, and administrative competencies.

• Capacity to work collaboratively as part of a team as well as independently.

• Self-driven with the ability to meet deadlines, even under pressure.

• Willingness to work an earlier shift during the initial four weeks of training.

• Commitment to protecting company assets from unauthorized access, disclosure, or alteration.

• Compliance with the organization's information security protocols is essential.

• Ability to remain seated at a workstation for extended periods while performing extensive computer tasks.

🏝️ Benefits

• Comprehensive benefits package for employees.

• Fully remote position.

• Company dedication to diversity and equal opportunities.

• Reasonable accommodations available for qualified applicants with disabilities.