CS Specialist Tier I

he Customer Service Specialist Tier I is an entry-level customer service team member who focuses on answering customer inquiries and customer issues and resolves concerns and requests from commercial insurance customers and partners.

How You’ll Do It

• Provide responsive, timely, and relevant service to customers and partners

  • Handles tier 1 phone, email, and platform-based communication with customers and cross-functional partners to provide excellent customer service
  • Maintains SLA’s set by Customer Service team in a consistent and efficient manner
  • Works as a team member to handle: Email requests, Policy issuance, Agency or Customer questions, Mailing of documents and follow-Up Communication

• Model the behaviors and strategies necessary to successfully interact with and resolve issues for small business owners and partners in all channels

  • Applies Workers Comp training and knowledge to policy, billing and agency questions, concerns and production
  • Develop relationships with partners and internal teams to provide consistent, excellent communication with customers
  • Seek and provide resolutions to issues while also anticipating ways in which to prevent future issues
  • Voices the customer’s needs and advocates for the customer and their perspective

• Participate in ongoing training

  • Complete other miscellaneous duties as assigned

The Right Stuff

• A High School Diploma or GED is required. Bachelor’s Degree or college coursework preferred.
• 1 year of customer service experience is preferred
• Entry-level communication skills: able to clearly and professionally communicate with customers both verbally and in written form
• Basic problem solving skills to be able to resolve simple problems quickly and effectively with some guidance
• Basic self-direction and responsibility for own tasks, deliverables and timelines
• Ability to work in a team environment, strives to develop and sustain collaborative working relationships
• G-Suite tools, Salesforce, collaboration tools (Slack is preferred), office equipment like scanning, copying and mailing

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