Claims Customer Service Representative
Direct General Corporation - Tampa, FL

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This role requires answering a high volume of incoming phone calls, chats and emails from both internal and external customers regarding coverage issues, claim status and/or complaints on a day-to-day basis. Individuals will be responsible for professionally interacting with customers and providing information in response to any inquiries or concerns ensuring that these issues are resolved promptly, accurately and efficiently. Incumbents must be highly motivated, energetic and have the ability to communicate effectively with a variety of people.

Key Responsibilities:
Provide exceptional customer service by responding to all inbound customer calls and written correspondence.

Build rapport with each customer.

Actively listen to customers’ requests, inquiries and needs.

Prioritize customer requests and follow-up on any issues to ensure resolution

Complete first call resolution on commonly asked claims inquiries such as: rental, coverage, payment status, etc.

Manage and utilize time effectively to ensure departmental expectations are met and that service levels illustrate improved customer satisfaction

Warm transfer calls to adjusters

Perform other duties as assigned

Requirements

Job Requirements:
High School diploma or equivalent

620 Personal All Lines License

2 years of work experience in a complex customer service environment

Excellent communication skills (both written and verbal)

Attention to detail

Excellent spelling, grammar, and typing skills

Ability to multi-task and prioritize in a fast-paced, high volume call center environment

Strong customer service focus with ability to quickly build rapport

Team Player

Demonstrated problem-solving skills

Demonstrated time-management skills

Ability to manage conflict and communicate difficult messages

Ability to work independently with limited supervision

Proficient in Windows-based computer programs with excellent navigational skills

Bi-Lingual English/Spanish is a plus

Direct Auto Insurance - 23 months ago - save job - copy to clipboard
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