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Customer Service Representative

2 months ago

Omaha, United States Method Workers' Comp Full time

Who We Are


Method Workers’ Compensation is a portfolio of workers’ comp companies with the same mission: minimizing the human and financial cost of workplace injuries. We mitigate workplace injuries and deliver exceptional healthcare outcomes for injured workers, expediting a return to work, preserving families’ livelihoods, and enhancing employers’ productivity. We maintain in-house expertise in claims management, medical bill review, underwriting, and loss prevention for high-hazard, high-mod, and mid-market risks. From submission to claim, we’re there every step of the way, improving outcomes for everyone involved. Method currently operates in all states.


What To Expect


As part of the Insurance Services team, the primary responsibility of the Customer Service Representative is to provide industry-leading, customer-focused service through various touchpoints in the life of a policy. This role is responsible for addressing initial inquiries from agents and policyholders regarding billing, policies, commissions, agency contracting, premium audits, and claims. This role quickly identifies an agent or insured’s needs, then accurately and timely routes them to the appropriate team or team member. This is a full-time, hourly non-exempt position with standard business hours of Monday through Friday from 8:00am to 5:00pm, with some flexibility at manager’s discretion.


What You’ll Do

  • Manage a high volume of inbound and occasionally outbound calls with a focus on customer satisfaction, assisting inbound callers with a goal of a simple and straightforward resolution.
  • Answer and resolve email inquiries related to loss run requests, first notices of loss, and document delivery to agents and insureds.
  • Manage and resolve task queues related to front-end functionalities (submissions, information requests, post-bind audits, etc.), as well as Policy Services inquiries (first notices of loss, loss runs, document delivery, billing, etc.).
  • Assist in creating and maintaining call scripts and internal knowledge bases to consistently provide exceptional service to agents and insureds.
  • Uphold standards of excellence by exceeding individual and department metrics with respect to call quality, transfer rates, escalations, and overall satisfaction.
  • Perform other duties as assigned.


What You Need

  • Superior phone etiquette and listening skills
  • Excellent customer service
  • Attention to detail
  • Ability to work calmly under pressure
  • Ability to use initiative and work in a team environment
  • Proficient in Microsoft Office Suite, G Suite, or similar software
  • Comprehension of a task-based workflow system to manage prospective and current customers and accounts


Preferred Experience

  • A high school diploma or higher degree required
  • Experience in the insurance industry is preferred
  • Call center experience preferred, but not required
  • A combination of education and experience will be considered


What We Offer:


In exchange for your time and expertise, we offer competitive compensation, 401(k) plus matching, health benefits (including HSA Contribution), paid disability, paid parental leave, professional development opportunities, and a hybrid/remote work environment. This is an opportunity to play a key role in the continued success of a growing organization.


Unless fully remote, this position operates in a professional office setting and routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. This is largely a sedentary role with prolonged periods of sitting at a desk and working on a computer. However, some filing is necessary and may require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary.


Method Workers’ Compensation is an equal opportunity employer regardless of race, color, gender, age, sexual orientation, gender identity, gender expression, religious beliefs, marital status, genetic information, national origin, disability, protected veteran status, or any other basis protected by federal, state, or local law.