Customer Experience Representative

Pinnacol Assurance • Denver, CO

2d • Onsite

About The Position

Pinnacol Assurance provides workers' compensation protection to Colorado employers and employees. The company is committed to innovation and continuous improvement, celebrating teamwork, integrity, and excellence. This role involves providing best-in-class customer service to external stakeholders, internal business teams, and other operational disciplines.

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

• Diverse benefit offerings for medical, dental and vision.
• 20 paid days off your first full year plus 9 paid holidays.
• Unique wellness programs, including on-site, company-paid fitness facilities and classes.
• On-site, online, and off-site professional development opportunities.
• Paid time off to volunteer with Colorado nonprofits through the Pinnacol in Action employee volunteer program.
• Opportunity to earn a quarterly incentive, up to 12 percent of your annual base salary.

What This Job Offers

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