Customer Service Associate--Call Center

By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve.

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Customer Service Associate--Call Center

Customer Service Associate--Call Center

Location: FULLY REMOTE

Hours: Per diem / As needed based on business needs. Call center may operate between 7:00 AM and 7:00 PM CST, 7 days a week depending on service level needs.

PRIMARY PURPOSE: To provide excellent service displaying empathy to vehicle owners and clients

regarding claims for multiple lines of business, including but not limited to, expediting the claims process, and

providing detailed claim notes on all calls, resolving issues with one call/one person response.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES

• Assigns new claims to the appropriate claim's handler.
• Enters verbal and written application information that meets both the internal and external customers' requirements accurately into the appropriate system.
• Contacts the customer by telephone, written correspondence and/or the appropriate system regarding documentation required to process a claim, required time frames, and claim status.
• Communicates clearly and professionally with the customer by telephone.
• Makes informed decisions within the parameters of our obligations.
• Handles approximately 40 to 70 outbound and inbound calls daily from customers for a variety of queries.
• Ability to type 35 words per minute (WPM).
• Participates in and maintains a quality service culture within the Customer Service Team.

ADDITIONAL FUNCTIONS and RESPONSIBILITIES

• Performs other duties as assigned.
• Perform tasks based on the needs of the company or differing situations.

QUALIFICATIONS

Education & Licensing

High school diploma or GED required.

Experience

One (1) year customer service experience or equivalent combination of education and experience required.

Inbound call center experience preferred.

Skills & Knowledge

• Excellent verbal and written communication skills
• PC literate, including Microsoft Office products, Windows environment; as well as a variety of in-house databases.
• Must meet minimum typing requirements (35 WPM).
• Strong organizational skills
• Ability to apply logic to interpret information and make sound decisions.
• Ability to multitask in fast paced environment.
• Ability to work in a team environment and/or independently.
• Ability to meet or exceed Performance Competencies
• Ability to meet all attendance expectations.
• Responsibility and ownership to ensure callers receive the highest possible customer experience.
• Resilience in changing situations.
• A can-do attitude!

WORK ENVIRONMENT

When applicable and appropriate, consideration will be given to reasonable accommodations.

Mental: Clear and conceptual thinking ability; excellent judgment and discretion; ability to handle work-

related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines

Physical: Computer keyboarding, travel as required

Auditory/Visual: Hearing, vision and talking.

The statements contained in this document are intended to describe the general nature and level of work being

performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list

of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the

position at any time.

TECHNICAL REQUIREMENTS
 

• Reliable high-speed internet connection suitable for video conferencing.
• Ability to participate in virtual meetings with camera on.
• Quiet, professional workspace free from distractions.

Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.

If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles.