Customer Service Representative

2 weeks ago

Schaumburg, Illinois, United States Innovation Group North America Full time

Job Description

Innovation Group North America is seeking a skilled Customer Service Representative to join our team. As a key member of our Fleet Division, you will play a vital role in providing exceptional customer service to our clients.

Key Responsibilities:

  • Promptly assist individuals involved in vehicle accidents by serving as the primary point of contact for all inbound emergency calls.
  • Collaborate with other departments to resolve customer and vendor issues efficiently and empathetically.
  • Utilize strong problem-solving skills to come to a quick and effective resolution for each driver.
  • De-escalate situations involving dissatisfied customers, offering patient assistance and support.
  • Arrange tows, rental vehicles, glass, and collision repairs through our network of collision body shops.
  • Follow client-specific rental and repair guidelines.
  • Efficiently respond to inbound calls from vendors, clients, or drivers concerning vehicle repairs.
  • Create electronic claims based on client-specific instructions from drivers via phone, email, or fax.
  • Provide clear explanations of the claims process to drivers.
  • Create accident reports from accident information and details provided by drivers.
  • Manage email boxes for client and driver-related inquiries and follow-ups.
  • Help train new employees by sharing knowledge and informing them about the company's customer management policies.
  • Communicate effectively with coworkers, clients, and vendors in a clear and concise manner.

Requirements:

  • A minimum of a High School Diploma or equivalent.
  • At least two years of customer service experience.
  • Automotive experience is a plus.
  • Insurance claims exposure is a plus.
  • Basic to intermediate computer skills and proficiency in MS Office.

What We Offer:

  • A robust benefits package, including medical, dental, and vision insurance.
  • Life insurance.
  • Short-term and long-term disability insurance.
  • Flexible spending account options.
  • Health and dependent care saving accounts.
  • Paid time off.
  • Paid sick leave.
  • 9 paid holidays.
  • 401(k) investment options.
  • Student loan repayment plan.
  • Employee assistance program.

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