Service Representative

the Client•Worcester, MA

22h•Hybrid

About The Position

As a Claims Service Representative, you will play a vital role in the client's success by helping customers when they are in need. You will be the first point of contact a customer has when they experience an unexpected loss to their vehicle, home, or business. In that critical moment, you represent the brand in your ability to respond with empathy so customers can get back on the road, back in their home, and/or back in business as easily as possible. Guided by your manager, you will provide general assistance to agents, insureds, and claimants, matching their needs with services using provided scripts to assist you in serving customers.

Requirements

Six months to one year of call center and/or office experience required
Self-starter
Has an energetic, positive, and professional attitude
Proficiency in using and toggling between multiple computer applications, dual screens, and MS Office Suite products (Word/Excel, Outlook, SharePoint, Teams); independent use of provided resources
Excellent written and verbal communication skills
Seeks to collaborate and promotes inclusion and respect
Dedicated to meeting the expectations and requirements of internal and external customers
Understands the importance of teamwork and developing and maintaining cooperative relationships
Exhibits service behaviors that include empathy and patience when communicating with customers; ability to deal with conflict effectively
Disciplined to follow scripts, while showing initiative to seek additional information as needed
Demonstrates attention to detail
Agile and adapts to new, different, or changing situations, requirements, or priorities
Shares knowledge, skills, and expertise with others; collaborates with others
Ability to meet and/or exceed established goals within set training timeline
Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Nice To Haves

Typically 1–3 years of experience in the service, financial, or hospitality industry preferred
Troubleshooting experience desired

Responsibilities

Respond to electronically and phone submitted claim losses and first notice of loss calls from claimants, insureds, and other parties
Respond to calls on established claims in a polite, professional, and empathetic manner and determine appropriate course of action
Perform rental reservation, appraisal assignments, Express Claim shops, Towing, and water mitigation activities
Utilize established scripts, transcribe personal or commercial loss damage, or injury information into the company's network generating an electronic claim file
Apply basic communication skills to interpret caller's inquiries and offer available options
Utilize established workflows to initiate claim activities as required
Recognize coverages, claim processing requirements, and related claims systems
Learn to identify claims and take appropriate actions
Contact vendor to establish language services for language interpretation and translation