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Customer Care Coordinator

2 months ago

Lake Mary, United States ICW Group Full time

Are you looking for more than just a job? Do you want to have a voice and feel a sense of belonging? At ICW Group, we hire innovative people who consistently adapt, grow and deliver. We believe in hard work, a fun work environment, and embracing creativity that only comes about when talented people collaborate to develop solutions. Our mission is to create the best insurance experience possible.

Headquartered in San Diego with regional offices located throughout the United States, ICW Group has been named for seven consecutive years as a Top 50 performing P&C company offering the stability of a large, profitable and growing company combined with a small-company entrepreneurial spirit. Our purpose-driven ethos provides team members with opportunities to contribute, develop, and belong.

The Customer Care Coordinator will provide support directly or indirectly to agency partners and/or serves as a liaison between customers and ICW technical resources in support of company financial goals. The role will manage and oversee customer service for accounts and improve customer service efficiencies and reducing staffing expenses, while elevating agency partners.

WHAT YOU WILL DO

Supports internal and external customers.

  • Responds to incoming calls (direct and queue) and provides support via telephone, email and other sources to customers and agency partners.
  • Answer questions and inquiries, troubleshoots problems, provides information and resources as appropriate.
  • Investigates customer questions and complaints, determines causes and resolves complaints/provides solutions in a timely manner.
  • Follows escalation path for complex concerns and issues. Refers inquiries and unresolved issues to the appropriate contact as needed.
  • Maintains accurate record keeping and ensures integrity of data for the customer contact program.
  • Prepares and runs customer care reports for insureds, agents, and underwriting, may audit reports as a quality control measure.
  • Serves as the Customer Care liaison for assigned department.
  • Provides agents/customers training and explains ICW Group's processes as needed.
Reports regular feedback to management and team.
  • Organizes workload and provides regular feedback to Manager on status.
  • Attends customer and interdepartmental meetings to provide feedback on account specific issues.
  • Partners with IT and management to develop and implement customer care solutions and serves as first point of contact for system related technology.
  • Participates in developing and analyzing customer surveys regarding the customer servicing experience.
  • Develops and continually updates work flows as needed by the worker's compensation and technology departments.
  • Updates activity log with questions, issues, and requests. Analyzes log and identifies trends and communicates findings to managers as needed.


WHAT YOU WILL BRING TO THE ROLE
  • Associate's degree from a two-year college required in Business Administration, Accounting or related field.
  • Additional experience may be considered in lieu of degree. Bachelor's degree preferred.
  • Minimum 1 - 3 years of related experience and/or training required.
KNOWLEDGE AND SKILLS
  • Superior customer service and collaboration skills with internal and external stakeholders.
  • Ability to respond to common inquiries or complaints from customers.
  • Solid command of English language, grammar, and punctuation, required.
  • Ability to write a business letter that conforms to prescribed style and format.
  • Strong verbal and written communication skills with ability to interact with customers with courtesy and professionalism over the phone.
  • Ability to add, subtract, multiply, and divide.
  • Ability to efficiently organize workload to ensure all customers receive consistent service on schedule.
  • Ability to work independently without direct supervision.
  • Demonstrated Intermediate Microsoft Office Suite skills including Outlook, Word, Excel, PowerPoint, and ability to learn enterprise and department specific applications.
  • Strong organizational skills with attention to detail required.
  • Functional knowledge related to insurance operations and underwriting principles preferred.
COMPENSATION

The hourly range listed for this position, $21.4626 to $33.8448, is exclusive of fringe benefits and potential bonuses.If hired at ICW Group, your final base salary compensation will be determined by factors such as skills, experience and/or education.In addition, we believe in the importance of pay equity and consider internal equity of our current team members as part of any final offer.We typically do not hire at the maximum of the range in order to allow for future and continued salary growth.We also offer a substantial benefits package outlined below.

WHY JOIN ICW GROUP?
  • Challenging work and the ability to make a difference
  • You will have a voice and feel a sense of belonging
  • We offer a competitive benefits package, with generous medical, dental, and vision plans as well as 401K retirement plans and company match
  • Bonus potential for all positions
  • Paid Time Off with an accrual rate of 5.23 hours per pay period (equal to 17 days per year)
  • 10 paid holidays throughout the calendar year
  • Want to continue learning? We'll support you 100%


ICW Group is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer. ICW Group will not discriminate against an applicant or employee on the basis of race, color, religion, national origin, ancestry, sex/gender, age, physical or mental disability, military or veteran status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other characteristic protected by applicable federal, state or local law.

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