Customer Service Representative

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

📋 Description

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

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

• Enhance caller satisfaction by engaging in call queues, interacting with customers, and providing education to callers.

• Handle high volumes of inquiries via calls, voicemails, faxes, scanned documents, and emails.

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

• Assist callers in real time with information gathering or educational support.

• Transfer or redirect calls to the relevant Recovery Specialists.

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

• Maintain phone coverage while minimizing missed and abandoned calls.

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

• Collect and document relevant information regarding attorneys, adjusters, and other essential data.

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

• Address department requests submitted through the online questionnaire portal.

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

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

• Create client-specific reports weekly as necessary.

• Safeguard company assets against unauthorized access, disclosure, or modification, 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 environment.

• Experience in a call center setting.

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

• High School diploma or equivalent preferred.

• Bilingual candidates preferred, but not mandatory.

• Experience in remote work or education.

• Private workspace with a closed door for confidentiality.

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

• A home environment free of distractions that could interfere during working hours.

• Strong verbal and written communication capabilities.

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

• Proficient listening skills.

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

• Keen attention to detail and documentation accuracy.

• Strong organizational, interpersonal, and administrative abilities.

• Capability to work collaboratively within a team and independently.

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

• Availability to work an earlier shift during the first four weeks of training.

🏝️ Benefits

• Fully remote position.

• Comprehensive benefits package.

• Commitment to equal opportunity employment.

• Reasonable accommodations for qualified individuals with disabilities.