Billing Customer Service Associate

Responsibilities

• Successfully complete applicable new hire training
• Handle inbound inquiries from external customers and/or internal business partners via calls, emails, chats and/or other methods, taking the appropriate action as needed
• As you grow your knowledge and skills, increase the variety of interactions you are able to assist, which may include questions regarding quotes, policies, coverages, billing, audits, or application access/support
• Build and maintain customer satisfaction and trust by actively listening to inquiries and effectively applying learned product, systems, and business area knowledge to educate and respond to the customer accurately and efficiently
• Navigate multiple systems and platforms simultaneously while interacting with the customer
• Adapt and modify communication style to provide a positive, consistent, empathetic, and thorough customer experience
• Ensure accurate and comprehensive documentation of information, following the defined guidelines and procedures of the corresponding business area
• May support departmental projects and initiatives and take on other developmental opportunities
• Perform other duties as assigned

• Prior customer service experience
• Strong verbal and written communication skills with the ability to clearly convey information to various audiences while showing empathy and understanding of the customer's needs
• Proficiency utilizing technology, including the ability to navigate across multiple systems simultaneously
• Ability to analyze information and think critically to make informed decisions
• Organizational and time management skills with the ability to handle shifting priorities in a high-volume, fast-paced environment
• Flexibility and resiliency to navigate change
• Desire to continuously acquire new skills and knowledge
• High school diploma or GED

• Empathy
• Critical Thinking
• Flexibility
• Resiliency
• Time Management

• High School Diploma
• GED