Customer Service Rep

Job Title

Pay Rate: 24/hr

Location:

Tampa, FL

Work Mode:
Remote

In-office training for about 1 week prior to the role being moved remotely for additional training.

For outages in internet or power, the candidate is expected to go into the office as needed to prevent disruptions in service.

Working Hours - 8:30 am - 5:00 pm EST during training.

Post-training - 9:00 am - 5:30 pm EST. Candidates will need to be flexible within this timeframe.

• Handle incoming calls through the claim toll-free lines.
• Provide plan/policy and claim information, assist with submission of claims, and make outbound calls to gather missing information on incomplete claims.
• Conduct research when needed to resolve customer questions or complaints.
• Explain varying plan provisions to customers accurately and in a professional manner.
• Respond to telephone inquiries from insureds regarding specific claim details.
• Understand processes in entire department to assist callers with questions.
• Work closely with the claim analysts and care managers to provide a seamless customer experience.
• Make outbound calls and send letters to customers and providers to research incomplete claims.
• Escalate complaints and potential complaints appropriately.
• Document calls in computer system.
• Complete letters, tasks, and problem-solving for resolution of customer issues.
• Contribute ideas that enhance service quality.
• Perform project work and other related duties as assigned or required.

• High School Diploma.
• Minimum of 2 years' experience with insurance policies, greeting customers, and interpreting policy.
• Basic computer literacy and technical skills.
• Microsoft Office experience required.
• Ability to work independently, multi-task, and think critically.
• Strong problem-solving and analytical skills.
• Comfortable working with multiple priorities in a changing environment.
• Ability to prioritize and maintain quality.

• Associate level or higher degree.
• At least 2 years experience in a direct customer service position preferred.