Customer Service Representative

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

📋 Description

• Respond to a high volume of customer inquiries via telephone, voicemails, faxes, scanned correspondence, and emails.

• Evaluate and understand customer needs to ensure optimal client satisfaction.

• Provide real-time assistance to callers through data collection and education.

• Redirect or transfer calls to the appropriate Recovery Specialists.

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

• Maintain consistent phone coverage through regular attendance and situational awareness.

• Review, promote, and activate referrals generated by clients and Phia from call center interactions.

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

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

• Address department requests through the online questionnaire portal.

• Investigate automatic updates from a national database to identify third-party claims.

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

• Produce weekly reports specific to clients as necessary.

• Safeguard company assets from unauthorized access, disclosure, or alteration.

• Adhere to information security protocols.

• Support The Phia Group’s claim recovery services for health benefit plans.

⛳️ Requirements

• Minimum of 2 years of experience in a law firm, insurance company, third-party administrator (TPA), or the medical field.

• Experience in a call center environment.

• High School diploma or equivalent is preferred.

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

• Bilingual abilities are preferred, but not mandatory.

• Experience with remote work or education is advantageous.

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

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

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

• Strong verbal and written communication skills.

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

• Effective listening capabilities.

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

• High attention to detail and documentation accuracy.

• Strong organizational, interpersonal, and administrative skills.

• Ability to work collaboratively within a team and independently.

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

• Availability to work the 11:30am–8pm EST shift; during the initial four weeks of training, must be flexible to work an earlier shift.

🏝️ Benefits

• Fully remote position.

• Comprehensive benefits package for employees.

• Equal opportunity workplace dedicated to diversity and inclusion.

• Reasonable accommodations for individuals with disabilities.

• Recognized as one of USA Today’s Top Workplaces for 2026.

• Acknowledged by The Boston Globe, Courier Journal, and Louisville Business First as a Top Place to Work.