Solutions Representative

2 weeks ago


Buffalo, United States MILESTONE & CO LLC Full time
Job DescriptionJob Description

Nature & Scope: As a Solutions Representative on our dynamic team, you will play a crucial role in assisting claimants who are part of mass tort settlements. You will be responsible for handling incoming calls, texts, and emails, ensuring a seamless and efficient resolution to their inquiries. The ideal candidate will possess exceptional communication skills, empathy, and the ability to navigate complex information to provide accurate and timely assistance.

Our ideal candidate is:

  • A strategic mind: Ability to think critically and strategically, identifying opportunities for growth in our technology solutions.
  • A strong communicator: Strong interpersonal skills to build and maintain key client and partner relationships. We care about our clients, we show compassion, we are sensitive to the trauma that pervades our industry, and we seek to understand the nuances of others' experiences.
  • Agile and quick-thinking: Ability to think on your feet and thrive in a fast-paced environment. Our solutions are innovative and technology-focused, and our services are adaptable to an ever-changing industry. We are resourceful and flexible, and we move quickly and gracefully when delivering results to our clients.
  • A creative and critical thinker: A curious and creative mindset, always looking for new ways to solve problems and drive growth. A willingness to explore creative solutions and approaches.

Primary Functions & Responsibilities:

  • Respond promptly to claimant inquiries through phone calls, texts, and emails
  • Assist claimants with technology-related questions and provide key insight to the team about trends and innovation needs
  • Provide clear and accurate information regarding the mass tort settlement process and claimant status
  • Strive for single call resolution or one-touch resolution for all claimant issues
  • Maintain a high level of professionalism and empathy while interacting with claimants
  • Document and update claimant records accurately in the system
  • Collaborate with internal teams to address and resolve complex claimant concerns
  • Keep up-to-date with the mass tort settlement guidelines and regulations
  • Identify and escalate priority issues to the appropriate channels
  • Meet or exceed established KPIs for call resolution, response time, and customer satisfaction

Requirements & Qualifications:

  • Proven customer service experience in a call center environment
  • Strong communication skills, both verbal and written
  • Ability to navigate through complex information to provide accurate responses
  • Excellent problem-solving and decision-making skills
  • Empathy and patience towards claimants
  • Proficiency in using customer relationship management (CRM) software
  • Ability to adapt to a fast-paced and dynamic work environment

Preferred additional skills:

  • Familiarity with mass tort settlement processes

Job Specs & Details:

  • Hours: Available Monday – Friday between the hours of 9am-7pm ET
  • Salary commensurate with experience
  • 401(k) w/ match
  • Health, dental & vison insurance
  • Generous paid time off
  • Paid parental leave
  • Headquartered in Buffalo, NY, with a nationwide full-time hybrid workforce

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.

Milestone is an equal opportunity employer and welcomes candidates from all backgrounds to apply. We are committed to creating a diverse and inclusive workplace.



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