Service Center Specialist

Sedgwick•Telecommuter TX, TX

20h

About The Position

The Service Center Specialist assists customer service representatives by providing general claims information and helping expedite the application process. The role tracks trends, investigates internal and external client feedback, and assists with developing corrective and preventative actions. It also supports a quality service culture, helps resolve application and service issues, and contributes to client-driven performance objectives and service standards.

Requirements

High school diploma or GED required.
Two years of call center or customer service experience, or an equivalent combination of education and experience, required.
Strong customer service skills.
Excellent oral and written communication skills, including presentation skills.
Computer proficiency, including Microsoft Office products.
Strong organizational skills.
Excellent interpersonal skills.
Ability to work in a team environment.
Ability to meet or exceed Performance Competencies.

Nice To Haves

Associate degree from an accredited college or university preferred.

Responsibilities

Track trends, investigate internal and external client feedback, and assist in developing corrective and preventative actions.
Participate in cross-functional teams as required.
Assist in gathering and distributing internal and external customer and product surveys.
Direct workflow and workload assignments for the team.
Communicate the claims process to claimants and clients by phone or written correspondence.
Inform claimants about required claim documentation and time frames, payment information, and claim status by phone, written correspondence, or claims system.
Participate in and maintain a quality service culture within the customer service team.
Act as a customer liaison by assisting with application-process and service problem resolution and maintaining professional client relationships.
Enter verbal and written application information that meets internal and external customer requirements.
Direct customer calls to the appropriate person.
Contribute to achieving client-driven performance objectives and other service standards.
Perform other duties as assigned and support the organization's quality program.