Customer Service Representative

• You must be ON-SITE for Training - Training is 3 weeks - Target start date is 7/22**
  
  

With a 20-year history supporting property insurers, Hancock Claims Consultants provides a nationwide network of inspectors, contractors, and engineers who help adjusters quickly process claims. All 50 of the top 50 property insurance companies in the United States view us as a valued partner in restoring policyholders after a painful loss. We are in a high-growth mode and looking for talented, new employees to join our highly experienced, professional, and successful team. You can make a major difference in the lives of people experiencing great loss while taking your career to the next level at Hancock Claims Consultants.

Position Purpose

The Customer Service Rep is the liaison between the company and our customers. The position is able to handle high volume Inbound and Outbound calls in a Call Center environment. The Customer Service Rep coordinates the scheduling of services as well as procurement of resources or special equipment required to deliver the services scheduled. The position effectively responds to inquiries and resolves complaints while maintaining excellent standards of customer service to ensure customer satisfaction. The Customer Service Rep works in a fast-paced call center environment where individual and team goals for best in class customer service are measured and met.

Essential Duties And Responsibilities

• Follow appropriate communication scripts when handling various calls and chats
• Receive and record accurate information from high volume inbound/outbound calls and chats
• Conduct high volume outbound calls to respond and follow up with customers
• Communicate with customers by telephone and/or email to set, reschedule, or cancel appointments
• Find resources or special equipment necessary to accommodate customer needs
• Resolve customer complaints using effective problem-solving skills
• Participate as a key team player by supporting department functions and goals
• Carry out other such duties that may be assigned or requested
• Managing the service level requirements
• Present and assist in creating team huddles
• Assist in carrier compliance with Team leads
• Cross-training in other departments
• Outbound DI list daily
• KnowBe4 training
• Assist in Report pulling
• IA portal verification
• Track progress in UKG of QA, AHT, and production goals
• Floor Support when necessary
• Assist in Network Services customer service
• Manage escalations sent by Leadership
• Adapting to new and changing requirements
• Handling escalations sent from the Field
• Communication with the field and clients
• Claim handler knowledge
• Managing between inbound and outbound queues
• Working closely with clients
• IA portal assistance
• Website input
• Emailing for other departments/field transfers, escalations, or upper management requests for callbacks
  
  

Qualifications

• Strong customer service skills (Call Center experience is a plus)
• Capable of processing high-volume inbound/outbound calls
• Good verbal communication skills
• Friendly and professional telephone etiquette
• Basic functional user of MS Excel and Outlook
• Typing speed of 45 words per minute or better
• Effective problem-solving skills
• Attentive to detail
• Able to multi-task and work in fast-paced environment
• Goal achiever
• Team player
• Adaptable to change
  
  

Preferences

• Experience in Ring Central and/or In-Contact
• Claims handler knowledge
  
  

Skills and Abilities

• Ability to stand, walk, and manipulate (lift, carry, move) light to medium weights of 10 to 50 pounds
• Ability to bend, squat, and reach above shoulders
• Hand-eye coordination, arm, hand, and finger dexterity including ability to grasp and operate equipment
• Visual acuity to use a keyboard, operate equipment, and read technical information
  
  

Scheduling

• Morning Shift: 7:30am to 2:00pm (approx.)
• Mid Shift: 11:00am to 5:30pm (approx.)
• Evening Shift: 2:30pm to 9:00pm (approx.)
• Must be available to work weekends (rotating weekend schedule)
• Expect irregular/increased shift hours during catastrophic weather events
  
  

Environmental Factors

• Work is performed indoors in a typical office environment, or, work is normally performed indoors in a typical office environment but may occasionally be required to perform work outdoors
• Possibility of travel to locations outside of the office environment
  
  

Physical/Mental Skills and Abilities

• Prolonged periods sitting at a desk and working on a computer
• Must be able to lift 10 - 50 pounds at times
• Hand-eye coordination, arm, hand, and finger dexterity including ability to grasp and operate equipment
• Visual acuity to use a keyboard, operate equipment, and read technical information
  
  

Benefits

• Medical, Dental Vision Insurance - CIGNA
• Company covers 100% of Employee Only premium for Dental and Vision
• 401 (k) Plan (Company match up to 4%)
• Company paid Life Insurance
• Company paid Long Term Disability Insurance
• Bonus (eligible after 90 days of employment)
• Paid Time Off
• Corporate Office gym facility & Personal Trainer...and more for qualified employees
  
  

Company Conformance StatementIn the performance of their respective tasks and duties all employees are expected to conform to the following:

• Perform quality work within deadlines with or without direct supervision
• Interact professionally with other employees, customers, independent roof inspection subcontractors and suppliers
• Work effectively as a team contributor on all assignments
• Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations
  
  

Disclaimer:

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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