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 details to identify possible recovery sources and adjust case statuses accordingly.

• Foster a positive experience for callers by participating in call queues, engaging with customers, and providing necessary education.

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

• Recognize and evaluate customer needs to ensure maximum satisfaction.

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

• Redirect or transfer calls to the appropriate Recovery Specialists.

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

• Maintain phone coverage to minimize missed and abandoned calls.

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

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

• Manage calls, case activations, data entry, and data organization within company guidelines.

• Address departmental requests via 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.

• Generate weekly client-specific reports as required.

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

• Adhere to information security policies.

⛳️ 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.

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

• High School diploma or equivalent preferred.

• Bilingual skills are preferred, though not mandatory.

• Experience in remote work or online education.

• A private workspace with a closed door for confidentiality.

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

• Absence of home distractions that would necessitate assistance during working hours.

• Strong verbal and written communication abilities.

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

• Proficient listening skills.

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

• High attention to detail and documentation accuracy.

• Exceptional organizational, interpersonal, and administrative competencies.

• Ability to collaborate as part of a team as well as work independently.

• Self-motivated with the capability to meet deadlines under pressure.

🏝️ Benefits

• Comprehensive benefits package for employees.

• Fully remote position.

• Experience in remote work or online education.

• Commitment to equal opportunity employment.