Service Center Representative

Sedgwick•Telecommuter NH, NH

1d•Hybrid

About The Position

By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve. Newsweek Recognizes Sedgwick as America’s Greatest Workplaces National Top Companies Certified as a Great Place to Work® Fortune Best Workplaces in Financial Services & Insurance Service Center Representative Candidates must reside in the Pease - Portsmouth, NH area This is a HYBIRD role that will be at least 3 days a week in office and two days remote. Possible shifts available after training is complete include: 9:00am – 5:30pm ET, 9:30am – 6pm ET, or 10:00am – 6:30 pm ET. Are you looking for an impactful job that offers an opportunity to develop a professional career? As a Service Center Representative you will have access to: A stable and consistent work environment in an office and/or virtual setting A training program to learn how to help employees and customers from some of the world’s most reputable brands Career development and promotional growth opportunities through increasing responsibilities A diverse and comprehensive benefits package to take care of your mental, physical, financial and professional needs PRIMARY PURPOSE OF THE ROLE: As a member of our Bill ReviewIQ team, deliver comprehensive, high-quality support to customers with complex issues and questions. On this fast-paced team, you will need to exemplify outstanding customer delight skills. You will have a passion for problem-solving, technology, and helping others to promote a high-level customer satisfaction. You are encouraged to think creatively and are empowered to make routine decisions or address issues utilizing your own expertise. Sedgwick is the world’s leading risk and claims administration partner, which helps clients thrive by navigating the unexpected. The company’s expertise, combined with the most advanced AI-enabled technology available, sets the standard for solutions in claims administration, loss adjusting, benefits administration, and product recall. With over 33,000 colleagues and 10,000 clients across 80 countries, Sedgwick provides unmatched perspective, caring that counts, and solutions for the rapidly changing and complex risk landscape.

Requirements

High school diploma or GED required.
One (1) year customer service experience or equivalent combination of education and experience required.
Proven ability to troubleshoot and support customers using software applications
strong customer service skills
ability to effectively multitask in a high paced environment and balance multiple priorities
a solid understanding of basic computer functions and ability to teach/train users
strong oral and written communications skills

Nice To Haves

College courses preferred
Inbound call center experience preferred

Responsibilities

Hold total accountability for a positive customer experience
Achieve and maintain proficiency with the capabilities of Bill ReviewIQ's software as a service applications, as well as corresponding system and software changes
Answer an average of 15-30 inbound support calls and 20-30 emails per day
Consistently available to receive incoming calls (at desk and logged into phone system)
Manage and maintain timelines for issue resolution
Ability to develop and maintain customer relationships
Document software defects and work with internal departments to escalate or resolve
Document call transactions, processes and methodologies used to diagnose and resolve the customer’s issues within the appropriate CRM tool
Assist with identifying root cause of problems; manage and resolve issues in a rapidly changing environment
Focus on both customer delight and continuous seeking out of new opportunities to expand customer relationships
Ability to work an 11-8pm shift one day a week to be determined after training is completed