Customer Care Specialist

CCC Intelligent Solutions•Chicago, IL

2d•$25 - $29

About The Position

CCC Intelligent Solutions Inc. (CCC) is a leading cloud platform for the multi-trillion-dollar insurance economy, creating intelligent experiences for insurers, repairers, automakers, part suppliers, and more. At CCC, we’re making life just work by empowering more than 35,000 businesses with industry-leading technology to get drivers back on the road and to health quickly and seamlessly. We’re pushing boundaries with innovative AI solutions that simplify and enhance the claims and repair journey. Through purposeful innovation and the strength of its connections, CCC technologies empower the people and industry relied upon to keep lives moving forward when it matters most. Learn more about CCC at www.cccis.com. The Role The Customer Care Specialist will be responsible for maintaining reactive and proactive contact with customers to improve customer satisfaction and cash collections. During incoming calls, the Specialist supports the field staff and customers with the resolution of questions and issues. They are responsible for add-on sales, saves, retention, collections, and contract renewals and will work on moderately complex assignments where some judgment and initiative are required in resolving problems and making recommendations. The Specialist also follows up on accounts both 60 and 90 days overdue to ensure there are no service issues delaying payment and asking customer for payment.

Requirements

High School, Vocational School, or equivalent is required. College preferred
Typically requires one to two years’ experience in Administrative, Customer service, or Sales Support
Call center experience required
Customer satisfaction and customer retention experience
Contract renewals, collections, cash, sales units, and revenue knowledge
Committed to achieving results
Creative problem solver
Flexible and adaptable
Excellent disposition to deal with customers & recognize their needs
Can clearly communicate and negotiate solutions
Professional demeanor and can manage complaints
Works accurately and with eye for detail
Can suggest overall improvements
Has a pleasant, friendly style
Acts with integrity and trust
Understands that selling and collecting are a part of good service

Responsibilities

Responsible for ensuring customer satisfaction and retention by managing a variety of calls including but not limited to questions related to service failures, billing, collections, cancellation requests, contracts, upgrades, and/or downgrades, etc.
Ensure every issue is resolved on the first call or send the call to the appropriate person for resolution but remains accountable for resolution.
Make outgoing campaign calls such as (but not limited to) ensuring customer contact, collecting outstanding debt, cold calling to generate leads, surveying customers, etc.
Follow-up correspondence with customers to help build new relationships and ensure existing customer satisfaction.
Document customer activities by recording critical data into Customer Service Database and maintains and ensures accuracy of customer data.
Employ the consultation and negotiation skills necessary to successfully represent, cross-sell and downgrade products and services to existing customers.
Code-in to call loop-line to customer calls and interpret the customers’ needs and manage the situation or send the call to the appropriate person for resolution.
Utilize telephone skills and detailed knowledge of the product line, as well as knowledge of the market we are in.
Administer passwords, name changes, and downgrades.
Responsible for meeting agreed upon targets associated with savings, retention, and contract renewals.
Make daily collection calls and follow-up on assigned accounts.
Coordinate efforts with sales force, billing, and other appropriate parties to resolve issues affecting collection.
Assist with the reconciliation of accounts, including resolution of deductions, overpayments, and unapplied cash.
Prepare credits and recommend accounts for write-off for third party placement.
Assist management in preparation of reserve analysis assigned accounts.
Send out monthly statements to delinquent customers.