Customer Solutions Representative
About The Position
The Customer Solutions Representative provides client support in the risk assessment division for ExamOne services, including lab, paramedical, inspection, teleunderwriting, MVR, APS, and imaging services. The role is based in Lenexa, Kansas, with a hybrid schedule of three days onsite and two days remote; core office days are Tuesday and Wednesday. Hours are Monday through Friday, 9:00 AM to 5:30 PM Central. Pay starts at $17.20 per hour, and eligible candidates may receive annual performance bonus compensation. The representative handles customer inquiries, researches and resolves insurance applicant order issues, coordinates between clients and internal and external partners, monitors service levels and case status, and maintains documentation and quality standards. The position requires professional communication, attention to detail, organization, problem-solving, and the ability to manage multiple tasks in a fast-paced environment while handling confidential client information.
Requirements
- Previous customer service and/or call center experience is preferred.
- High school diploma or equivalent is required.
- Complete training on all service components within eight months of hire.
- Use proper telephone etiquette when handling customer inquiries.
- Basic knowledge of operating office equipment.
- Accurate typing skills of at least 35 words per minute.
- Proficiency in basic computer skills, including Word, Excel, and Outlook.
- Excellent oral and written interpersonal and communication skills, including the ability to communicate clearly and professionally in English.
- Comfort interacting with sales, technical staff, and other departments.
- Attention to detail and accuracy with names and numbers.
- Good problem-solving skills and independent decision-making abilities.
- Strong organization and follow-through skills.
- Ability to work in a fast-paced environment, handle multiple tasks, and use a phone and computer simultaneously.
- Ability to work independently with little supervision.
- Ability to maintain a professional and tactful manner in stressful situations.
- Ability to handle client information confidentially.
- Ability to sit for long periods of time.
- Ability to perform repetitive motions involving the wrists, hands, and/or fingers, including typing.
Nice To Haves
- Three to five years of previous customer service and/or call center experience.
- Bachelor’s degree.
- Knowledge of life insurance industry workflow processes and/or terminology.
- Industry-specific experience.
Responsibilities
- Handle customer inquiries by phone, email, and other electronic communication in a timely manner to provide a high level of customer satisfaction.
- Use proprietary programs to review, research, and resolve routine to moderately complex insurance applicant order issues, and provide professional responses to clients.
- Serve as a direct liaison among insurance companies, brokers, third-party administrators, paramedical companies, insurance applicants, and internal departments.
- Monitor service levels and contribute to maximizing department productivity standards.
- Follow established protocols for reporting client issues or concerns and maintain appropriate documentation in accessed systems for management review.
- Produce department- or client-specific reports and monitor applicant case status.
- Adhere to department quality and responsiveness standards.
- Identify quality service issues and provide management with feedback on improvement opportunities.
- Participate in client visits, conference calls, and other customer-related communications as required.
- Perform other duties as assigned.
Benefits
- Medical and supplemental health insurance for full-time employees working 30 or more hours, beginning on day one
- Dental insurance
- Vision insurance
- Well-being programs
- Annual no-cost Blueprint for Wellness health assessment program
- healthyMINDS mental health program
- Vacation and health/flex time
- Six holidays plus one MyDay off
- FinFit financial coaching and services
- 401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
- Employee stock purchase plan
- Life and disability insurance, with buy-up option
- Flexible Spending Accounts
- Annual incentive plans
- Matching gifts program
- Education assistance through MyQuest for Education
- Career advancement opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
