Customer Support Specialist

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

📋 Description

• Efficiently manage and file new claims, assess loss information, and guarantee accurate categorization.

• Address customer inquiries, deliver clear claim decisions, and resolve issues with empathy and professionalism.

• Precisely input claim details, process transactions, and ensure timely and accurate updates to customer records.

• Perform comprehensive research to support claim decisions and maintain detailed, accurate documentation of all customer interactions.

• Handle a high volume of incoming calls, ensuring seamless claims intake and outstanding customer service.

• Interpret and apply company policies and procedures to guarantee claims are processed in alignment with established guidelines.

⛳️ Requirements

• High School diploma or equivalent; some college education is preferred.

• A minimum of 1 year of experience in customer service and/or call center roles; experience handling high volume calls is preferred; or an equivalent combination of education and experience.

• Previous experience in a remote work environment is advantageous.

• Must be capable of typing a minimum of 30 words per minute.

• Proficient in Word, Excel, and Outlook for document management, communication, and data entry.

• Strong ability to analyze, identify, and resolve customer needs and issues professionally, ensuring satisfaction and positive experiences.

• Capability to accurately manage transactions and data entry to ensure claim-related information is recorded correctly.

• Ability to gather and research information to support claims decisions and address customer queries.

• Competence in providing exceptional service by addressing customer inquiries and resolving issues promptly and professionally.

• Skill in analyzing complex customer concerns or procedural discrepancies and applying logical solutions.

• Strong written and verbal communication skills, including active listening and the ability to clearly explain procedures, policies, and company guidelines to customers and agents.

• Willingness to accept and act on feedback to drive continuous improvement.

• Consistently demonstrates a commitment to meeting deadlines, completing tasks thoroughly, maintaining a high standard of performance, and ensuring punctuality in all responsibilities and interactions.

• Experience in identifying opportunities for upselling and cross-selling additional products and services is preferred.

• Previous experience in a remote work environment is an advantage.

• Highly driven and self-motivated, able to work in a fast-paced environment.

🏝️ Benefits

• Competitive compensation.

• Flexibility to work remotely from anywhere in the United States for most positions.

• Paid time off (including vacation, sick time, 9 paid Company holidays, and volunteer hours).

• Incentive bonus programs (including potential for holiday bonus, referral bonus, and performance-based bonuses).

• Medical, dental, vision, life, and pet insurance.

• 401(k) retirement savings plan with company match.

• Engaging work environment.

• Opportunities for promotion.

• Education assistance.

• Professional and personal development opportunities.

• Company recognition program.

• Health and wellbeing resources, including free mental wellbeing therapy/coaching sessions, child and elder care resources, and more.