Description

The Client Support Representative is responsible for delivering high-quality professional services in accordance with the company's mission, values and goals.  This role acts as the primary point of contact for customer support and claim assistance.

Requirements

Essential Functions (Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.)

• Process new and existing claims through various channels including inbound and outbound calls, email, and chat.
• Assist customers, insurance agents and vendors with questions about new and existing claims.
• Document claim file activities in an accurate, thorough, and timely manner.
• Effectively manage simultaneous inbound and outbound tasks.
• Display active listening and superior customer service skills for internal and external clients.
• Accurately follow scripts and guidelines assigned to client programs and campaigns.
• Provide empathy and support to customers who are experiencing difficult circumstances.
• Represent the company and its clients in a professional and respectful manner.
• Adhere to all company policies and procedures.
• Perform other duties as assigned.

Competencies

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Ability to stay organized while managing multiple priorities.
• Ability and willingness to work non-standard workweeks; willingness to work additional hours or provisional adjustments as determined by business needs.
• Exceptional customer service, active listening, verbal and written communication skills, and professional phone voice.
• Proficient computer and keyboarding skills, including Microsoft Word, Excel and Outlook, with a strong knowledge of web-based software programs.
• Comfortable working in fast-paced environments
• Self-motivated and independently able to prioritize tasks and resolve issues.
• Multi-channel communication and support experience including instant messaging, e-mail and phone calls with customers.
• Experience working in the insurance industry (property, casualty and auto) is considered a plus but not required.

Physical & Mental Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Specific vision abilities required by this job include close, distance, and peripheral vision, depth perception, and the ability to adjust focus.
• While performing the duties of this job, the employee is regularly required to sit and talk or listen. The employee is occasionally required to stand, walk and use hands to handle or feel.

Travel Required

• No travel required

Required Education and Experience

• High school degree or equivalent
• 1-3 years' experience providing multi-channel communication and customer support including phone calls, e-mail, and chat

Preferred education and experience

• Experience working in the insurance industry (property, casualty, and auto) is considered a plus but not required

Additional Eligibility Requirements 

• Ability to pass background screening and employment verification requirements
• Ability to maintain confidentiality of sensitive company and customer information
• Reliable attendance and schedule flexibility required
• Must comply with all company policies, procedures, and security requirements

Affirmative Action/EEO Statement

Alacrity Solutions is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, and training. Alacrity Solutions makes hiring decisions based solely on qualifications, merit, and business needs at the time. For more information, please refer to our EEO policy.

Other Duties

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.

Good-Faith Estimate (including bonus or commission)

The posted compensation range represents an estimate and may include both base salary and variable components such as commission and performance-based bonuses. Total compensation will ultimately be determined based on the candidate’s experience and qualifications.

General Description of Benefits

Alacrity Solutions offers a comprehensive benefits package, including but not limited to medical, dental, and vision coverage, paid time off, a health savings account, and an employee assistance program.

Work Schedule

Full Time, 80.00 hours per pay period (2 weeks)

How to Apply

Click the Apply button on this site. You will be linked to the Alacrity Solutions Career Page. Our career page can be found at https://www.alacritysolutions.com/about/careers/#current

Personal Information Retention Policy

Personal information will be retained for a minimum period of one year in accordance with applicable policies and regulatory requirements.

Post Closing Date

This position will be open for a minimum of three days and until a top applicant is identified.