Customer Service Representative

4 days ago

Plano, Texas, United States Brown & Brown Full time

Built on meritocracy, our company culture rewards self-starters and those who are committed to doing what is best for our customers.

We are seeking a Customer Service Representative to assist callers with inquiries, complaints, or problems and provide an accurate and efficient response.

This position will handle a high volume of inbound calls and strive to create a positive experience for each caller.

This is a hybrid role that involves working in the office Tuesday - Thursday and working from home Monday and Friday.

Our company specializes in providing Accident & Health, Special Events insurance products, and administrative services to licensed agents, brokers, and insurance companies across the United States.

We offer a benefits and compensation package that meets today's most important needs and includes:

  • Competitive pay based on experience.
  • A challenging and stimulating career that provides growth and development.
  • Group medical, dental, vision, life, and disability benefits.
  • Paid time off and a 401(k) retirement plan as well as an Employee Stock Purchase Plan that allows our employees to purchase Brown & Brown stock at a discounted rate.

We are an Equal Opportunity Employer and take pride in the diversity of our team. We seek diversity in our applicants.

JOB DUTIES

  • Professionally handle all incoming calls from claimants or medical providers and ensure that issues are resolved both promptly and thoroughly.
  • Gather customer information and assess and fulfill customer needs.
  • Provide a complete and accurate response to all questions.
  • Create tickets to the Claims Department for further handling of an issue identified during the call.
  • Ensure that all follow-up calls/actions are done in a timely manner.
  • Document all calls and any follow-up actions.

Maintain a balance between company policy and customer benefit in decision making and handle issues in the best interest of both the customer and company.

Strive to meet or exceed call center metrics while providing excellent customer service.

Learn and understand all types of policies administered by the company.

Complete all required and assigned internal and external training before assigned due dates.

Other duties as assigned.

REQUIREMENTS

  • High school diploma or equivalent and one to three years experience in a similar position and/or an equivalent combination of education and experience.
  • Previous call center experience preferred.
  • Proficient with MS Office, specifically Outlook, Word, and Excel.
  • In-depth knowledge of medical insurance policies and schedule of benefits.
  • Excellent written and oral communication and interpersonal skills.
  • High-level typing skills.
  • Ability to remain calm in stressful situations.
  • Ability to maintain a high level of confidentiality.
  • Familiarity with medical terms and billing preferred.
  • Medical insurance background preferred.
  • Previous experience using Five9 phone system preferred.

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