Customer Service Coordinator/Administrative Assistant (Escalation)

Akkodis is seeking Customer Service Coordinator/Administrative Assistant (Escalation) as a fully remote.

Customer Service Coordinator/Administrative Assistant (Escalation)

Fully Remote

12 months contract

Pay Range: $19-$24/hr on w2

Top 3 Required Skills:

Excellent verbal and written communication,

Analytical skills (comfortable with Excel and can dive deeper into what they’re seeing),

Attention to detail.

Position Summary

The Escalation Analyst will assist in the development of improved processes and best practices for appropriately resolving and reducing escalations from the Contact Center and Claims Services departments. Escalations [claimant inquiries] require research and frequent problem-solving, providing responses that are both thorough and clear.

Job Responsibilities

• Provide timely and accurate responses to current and past-due escalations, demonstrating a sense of urgency.

• Assist in developing FAQs and identifying deficiencies and other opportunities to reduce escalations.

• Operating Standards – Participate in the development and implementation of a set of standards by which all escalation staff operate to create a culture that demonstrates similar level of service regardless of the project work assigned.

• Research & Communication – Research complex claim inquiries and process issues while appropriately communicating findings with project teams, claimants, and/or other operational departments.

• This position is responsible for fostering a team environment and building cooperation between client services and other departments to provide the highest quality service standards.

• Respond directly to actual callers/claimants, as needed.

Required Qualifications & Characteristics

• Minimum of 1 year of experience as a Customer Service Coordinator, high volume Administrative Assistant or closely related position

• Excellent verbal and written communication skills with a professional, calm demeanor

• Critical thinking skills and the ability to efficiently gather and process information in a fast paced environment are required

• Experience with MS Office Suite, specifically Word, Excel, and Outlook

• A self-starter: someone who is able to work well on own without close supervision

• High attention to detail

• Strong understanding of legal documents such as court orders and settlement agreements preferred

Notes:

• This role has weekly and monthly metrics that the candidate will be expected to work up to after training is completed.
• This person should have an analytical approach and be able to recognize and point out trends within escalations.
• This role involves multitasking, reading and researching.
• This is a small team and as such someone who wants to shine and does not mind having "the light on them" would fit best.
• Someone comfortable with Excel is preferred.

For other opportunities available at Akkodis go to www.akkodis.com

If you have questions about the position, please contact Mohammed Irfan Murtuza at 732-402-8333 or irfan.murtuza@akkodisgroup.com

Equal Opportunity Employer/Veterans/Disabled

Benefit offerings include medical, dental, vision, term life insurance, short-term disability insurance, additional voluntary benefits, commuter benefits, and a 401K plan. Our program provides employees the flexibility to choose the type of coverage that meets their individual needs. Available paid leave may include Paid Sick Leave, where required by law; any other paid leave required by Federal, State, or local law; and Holiday pays upon meeting eligibility criteria.

To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit https://www.modis.com/en-us/candidate-privacy/