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Role Description

This is an entry to mid-level position designed to allow the appropriate candidate to grow and develop skills and expertise and transition to more complex responsibilities. Works under general supervision and reports to a supervisor. Achieve superior customer service and Notice of Loss Intake skills at the most reasonable cost/efficiency by completing essential tasks including:

• Providing daily phone coverage for the Notice of Loss 800 number while adhering to scripts and best practices related to all customer interactions.
• Assisting customers by setting up claim first notices.
• Keeping accurate records of all customer interactions and transactions, recording details of inquiries, complaints, and comments as well as actions taken.
• Providing accurate and timely answers to routine claim inquiries and updating claims in the appropriate claim system while following standard call flows.
• Serving as a customer advocate in all interactions to provide outstanding customer experience.
• Performing other related duties as needed to fulfill job and unit needs.
• Embracing and practicing Pete’s Principles.

Qualifications

• Knowledge of principles and processes for providing quality customer service, including assessing customer needs, meeting quality standards for services, and evaluating customer satisfaction.
• Strong active listening skills demonstrated by giving full attention to what other people are saying.
• Ability to communicate information verbally and in writing so that others will understand the message being conveyed.
• Demonstrated great teamwork skills: willingness to help others, adaptability to team goals, building and leveraging relationships, capable of training others.

Requirements

• Demonstrated knowledge of and familiarity with Microsoft Office software.
• One to two years of prior customer service experience preferred.
• Familiarity with claims, imaging, and workflow systems is a plus.
• High School Degree or GED required.

Benefits

• Competitive compensation package.
• Generous 401K employer match.
• Employee Stock Purchase plan with employer matching.
• Generous Paid Time Off.
• Excellent benefits that go beyond health, dental & vision, focusing on your whole family’s wellness including physical, mental, and financial wellbeing.
• Opportunities for career development including tuition reimbursement, industry-related certifications, and professional training.
• A dynamic, ambitious, fun, and exciting work environment.
• Encouragement of social and community responsibility through a matching donation program, volunteer opportunities, and an employee-driven corporate giving program.