Customer Service Representative - Appraisers

Alacrity Solutions Group•Fishers, IN

3d•Remote

About The Position

This position is for a Client Service Center Representative who will be responsible for providing excellent customer service and support to our clients. The job duties include answering incoming customer calls, responding to client calls for new business or complaints, handling first level file escalations for all clients, and completing invoicing in 3rd party client portals. The successful candidate must have strong customer service skills and be able to work in a fast-paced environment. They must also have excellent problem-solving and communication skills, which are transferable to cross-departmental or promotional positions.

Requirements

Excellent Communication Skills: Ability to provide clear, concise, and accurate communication with customers and other representatives.
Problem Solving: Ability to identify customer needs and provide an appropriate solution.
Time Management: Ability to manage multiple tasks and prioritize customer needs in a timely manner.
Professionalism: Demonstrating respect and courtesy to customers, while remaining professional in all interactions.
Adaptability: Ability to adjust to changes in customer requests, policies, and procedures.
Data Entry: Proficiency in entering data into company software and 3rd party client portals.
Proficiency in general office software, particularly the Microsoft Office Suite, Smartsheet, Client Relation Manager (CRM), Internet software and Contact Management systems is required.

Nice To Haves

Associates degree or equivalent from a two-year college or technical school; or two years or more related experience and/or training; or equivalent combination of education and experience (highly preferred).
Insurance industry and/or call center experience (highly preferred)

Responsibilities

Provide first contact support to resolve client complaints, determines expectations to recommend specific solutions; if further assistance is required or necessary, contacts appropriate management team member for final resolution.
Handle client-related matters timely via a ticket tracking platform and following up with the client, as necessary via phone and/or email.
Screen new clients for general information, markets Alacrity’s services, and provides a single point of contact for clients with special needs and provides individualized communication, dispatching and electronic tracking services.
Review incoming appraisal requests and ensures that they are delivered to the appropriate franchise or corporate store office, while ensuring that time cycles and accuracy are respected.
Keep ahead of product and service knowledge
Complete invoicing in third party client portals
Provide first level escalations to provide solution-based statuses for all clients.
Regular and reliable attendance is an essential function of this position.