Customer Service Representative

3 weeks ago

Omaha, Nebraska, United States Method Workers Compensation LLC Full time
Job Description

At Method Workers Compensation LLC, we're seeking a skilled Customer Service Representative to join our Insurance Services team. As a key member of our team, you'll provide exceptional 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. You'll quickly identify an agent or insured's needs, then accurately and timely route them to the appropriate team or team member.

Key Responsibilities:

  • 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.

Requirements:

  • 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

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. Method Workers Compensation LLC 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.

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