Customer Service Specialist-IDR (On-site)

ProPeer Resources LLC•Schertz, TX

10d•Onsite

About The Position

A ProPeer Customer Service Specialist is the frontline voice of our Independent Dispute Resolution (IDR) program. This position is responsible for handling a variety of inbound and outbound communications from phone calls and emails to live chats to accurately help resolve disputes and create positive outcomes ensuring each interaction is met with clarity, professionalism, and care.

Requirements

Basic knowledge of Microsoft products (Word, Excel, PowerPoint, Outlook)
Written and verbal communication skills with a demonstrated ability to deliver excellent customer service
Ability to multi-task and quickly adapt in a fast-paced environment
Strong organizational skills
Attention to detail
Professional appearance
General Typing Skills - 55wpm
Proficiency in English (verbal/written) Exemplary planning and time management skills
Ability to work in high pressure, deadline driven environment
Ability to multitask and prioritize daily workload
High level verbal and written communications skills
Critical Thinking Skills
Demonstrated ability to problem solve complex, multifaceted, situations
Ability to engage easily in abstract thought
Strong organizational and task prioritization skills
High School Diploma or equivalent
2 years of contact support experience in a call center or customer service environment

Nice To Haves

Previous Independent Dispute Resolution (IDR) determination and eligibility experience is preferred
Previous Independent Dispute Resolution (IDR) determination and eligibility experience preferred

Responsibilities

Conduct research to gather relevant information and support case resolution
Audit documentation to ensure accuracy, compliance, and completeness
Troubleshooting technical and procedural issues
Coordinate with initiating and non-initiating parties to confirm details, request services, and keep cases moving forward
Manage inbound and outbound contacts in a courteous, timely, and professional manner
Answer all email/chat questions professionally and efficiently
Ensure first call resolution through problem solving and effective call handling
Research systems to obtain needed information
Effectively collaborate with cross department team members to resolve issues as needed
Accurately document and process customer claims
Accurately utilize knowledge base and training documentation
Comply with requirements surrounding confidential and personal information
Escalate issues to leadership for resolution support as needed in a timely manner
Ability to be resourceful and proactive in dealing with issues that may arise by collaborating with team and Director, IDR Customer Service
Support others in a team environment
Assumes other activities and responsibilities from time to time as directed