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 details regarding accidents to identify potential recovery sources and adjust case priorities as necessary.

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

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

• Identify and evaluate customer needs to ensure optimal client satisfaction.

• Assist callers in real-time with data collection and educational inquiries.

• Redirect or transfer calls to the appropriate Recovery Specialists.

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

• Ensure phone coverage to minimize missed or abandoned calls.

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

• Collect and document information related to attorneys and adjusters 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 portal.

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

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

• Create client-specific weekly reports 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 field.

• Experience in a call center environment.

• High school diploma or equivalent is preferred.

• Bilingual candidates are preferred but not mandatory.

• Experience with remote work or education.

• A private workspace with a closed door to ensure confidentiality.

• Adequate internet speed to support video, VoIP phone, and multi-system usage.

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

• Strong verbal and written communication abilities.

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

• Proficient listening skills.

• Excellent time management and organizational skills, with the ability to switch between tasks effectively.

• Keen attention to detail and thorough documentation practices.

• Exceptional organizational, interpersonal, and administrative capabilities.

• Capacity to collaborate within a team and work independently.

• Self-driven and capable of meeting deadlines under pressure.

• Availability to work the shift from 11:30 am to 8 pm EST; flexibility to work an earlier shift during the first four weeks of training.

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

🏝️ Benefits

• Fully remote position.

• Comprehensive benefits package for employees.

• Reasonable accommodations for qualified individuals with disabilities.

• Commitment to equal opportunity employment.