Customer Service Representative

Alpharetta, GA, United States

**You must be ON-SITE for Training - Training is 3 weeks - Target start date is 7/22**

With a 20-year history supporting property insurers, Hancock Claims Consultants provides a nationwide network of inspectors, contractors, and engineers who help adjusters quickly process claims. All 50 of the top 50 property insurance companies in the United States view us as a valued partner in restoring policyholders after a painful loss. We are in a high-growth mode and looking for talented, new employees to join our highly experienced, professional, and successful team. You can make a major difference in the lives of people experiencing great loss while taking your career to the next level at Hancock Claims Consultants.

Position Purpose

The Customer Service Rep is the liaison between the company and our customers. The position is able to handle high volume Inbound and Outbound calls in a Call Center environment. The Customer Service Rep coordinates the scheduling of services as well as procurement of resources or special equipment required to deliver the services scheduled. The position effectively responds to inquiries and resolves complaints while maintaining excellent standards of customer service to ensure customer satisfaction. The Customer Service Rep works in a fast-paced call center environment where individual and team goals for best in class customer service are measured and met.

Essential Duties and Responsibilities   Follow appropriate communication scripts when handling various calls and chats

Receive and record accurate information from high volume inbound/outbound calls and chats

Conduct high volume outbound calls to respond and follow up with customers

Communicate with customers by telephone and/or email to set, reschedule, or cancel appointments

Find resources or special equipment necessary to accommodate customer needs

Resolve customer complaints using effective problem-solving skills

Participate as a key team player by supporting department functions and goals

Carry out other such duties that may be assigned or requested

Managing the service level requirements.

Present and assist in creating team huddles.

Assist in carrier compliance with Team leads.

Cross-training in other departments.

Outbound DI list daily.

KnowBe4 training.

Assist in Report pulling

IA portal verification

Track progress in UKG of QA, AHT, and production goals.

Floor Support when necessary.

Assist in Network Services customer service.

Manage escalations sent by Leadership.

Adapting to new and changing requirements.

Handling escalations sent from the Field.

Communication with the field and clients.

Claim handler knowledge.

Managing between inbound and outbound queues.

Working closely with clients.

IA portal assistance

Website input

Emailing for other departments/field transfers, escalations, or upper management requests for callbacks.

Qualifications Strong customer service skills (Call Center experience is a plus)

Capable of processing high-volume inbound/outbound calls

Good verbal communication skills

Friendly and professional telephone etiquette

Basic functional user of MS Excel and Outlook

Typing speed of 45 words per minute or better

Effective problem-solving skills

Attentive to detail

Able to multi-task and work in fast-paced environment

Goal achiever

Team player

Adaptable to change

Preferences   Experience in Ring Central and/or In-Contact

Claims handler knowledge

Skills and Abilities   Ability to stand, walk, and manipulate (lift, carry, move) light to medium weights of 10 to 50 pounds

Ability to bend, squat, and reach above shoulders

Hand-eye coordination, arm, hand, and finger dexterity including ability to grasp and operate equipment

Visual acuity to use a keyboard, operate equipment, and read technical information

Scheduling   Morning Shift: 7:30am to 2:00pm (approx.)

Mid Shift: 11:00am to 5:30pm (approx.)

Evening Shift: 2:30pm to 9:00pm (approx.)

Must be available to work weekends (rotating weekend schedule)

Expect irregular/increased shift hours during catastrophic weather events

Environmental Factors Work is performed indoors in a typical office environment, or, work is normally performed indoors in a typical office environment but may occasionally be required to perform work outdoors

Possibility of travel to locations outside of the office environment

Physical/Mental Skills and Abilities Prolonged periods sitting at a desk and working on a computer.

Must be able to lift 10 - 50 pounds at times.

Hand-eye coordination, arm, hand, and finger dexterity including ability to grasp and operate equipment

Visual acuity to use a keyboard, operate equipment, and read technical information

Benefits Medical, Dental Vision Insurance - CIGNA

Company covers 100% of Employee Only premium for Dental and Vision

401 (k) Plan (Company match up to 4%)

Company paid Life Insurance

Company paid Long Term Disability Insurance

Bonus (eligible after 90 days of employment)

Paid Time Off

Corporate Office gym facility & Personal Trainer...and more for qualified employees

Company Conformance Statement In the performance of their respective tasks and duties all employees are expected to conform to the following: Perform quality work within deadlines with or without direct supervision.

Interact professionally with other employees, customers, independent roof inspection subcontractors and suppliers.

Work effectively as a team contributor on all assignments.

Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations

Disclaimer: Hancock Claims Consultants is an EEO/AA employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.