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Customer Service Representative

2 months ago

Plano, Texas, United States Brown & Brown Full time
Customer Service Representative

Built on meritocracy, our company culture rewards self-starters and those who are committed to delivering exceptional customer experiences.

We are seeking a Customer Service Representative to assist callers with inquiries, complaints, or problems and provide accurate and efficient responses. This role will handle a high volume of inbound calls and strive to create a positive experience for each caller.

This position is a hybrid role, with a mix of office and remote work.

As a division of Brown & Brown Insurance, we specialize 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 comprehensive benefits and compensation package that meets today's most important needs, including:

  • 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.
  • A chance to work for a smaller business and be recognized, while enjoying the stability and benefits of an S&P 500 company as a member company of Brown & Brown, Inc.
Key Responsibilities
  • Professionally handle all incoming calls from claimants or medical providers and ensure that issues are resolved both promptly and thoroughly.
  • Thoroughly and efficiently gather customer information and then 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.
  • Bilingual (English/Spanish) preferred.