Customer Experience Representative

Pinnacol Assurance • Denver, CO

1d • $26 - $28 • Onsite

About The Position

Pinnacol Assurance is dedicated to providing exceptional workers' compensation protection to Colorado employers and employees. The company is committed to innovation and continuous improvement, fostering a culture that values new ideas, compassion, teamwork, integrity, and excellence. This role is crucial in delivering best-in-class customer service and supporting various operational functions within the company.

Requirements

• High School Degree or GED required.
• One year experience in high volume phone customer service environment strongly preferred.
• Must have strong interpersonal and problem solving skills.
• Thrives in a high-volume, performance-driven environment, managing a consistent queue of inbound/outbound communications.
• Ability to efficiently manage a high volume of customer interactions daily while meeting established key performance indicators (KPIs).

Nice To Haves

• Completion of a degree is encouraged and supported.
• Bilingual (Spanish) a plus.

Responsibilities

• Provide best in class customer service to external stakeholders, internal business teams and other disciplines within Company’s operations.
• Explain general workers’ compensation and company guidelines, requirements and procedures using problem solving skills and broad-based knowledge.
• Handle phone, chat and email on a consistent and professional basis.
• Manage and prioritize a high volume of administrative tasks including but not limited to: email, phone, chat and fax.
• Provide administrative support to the Company’s claims and underwriting staff.
• Educate and inform customers of Company’s various services such as the designated provider discount, electronic funds transfer and Company’s online options on Pinnacol.com.
• Prepare and process policy endorsements including waivers of subrogation, address changes, and other miscellaneous endorsements.
• Accept and process, error free, credit card or electronic funds transfer payments.
• Meet call volume and team service goals.
• Provide front desk coverage and support as needed.
• Adhere to Lean principles involved in process improvement activities/projects.
• May provide backup support for Spanish services if applicable.
• Perform other duties as assigned.

Benefits

• Medical, dental and vision insurance.
• 20 paid days off your first full year plus 9 paid holidays.
• Wellness programs, including on-site, company-paid fitness facilities and classes.
• Professional development opportunities.
• Paid time off to volunteer with Colorado nonprofits through the Pinnacol in Action employee volunteer program.
• Quarterly incentive, up to 12 percent of your annual base salary, when your team exceeds their goals and objectives.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED