Customer service representative

Job Summary

We are seeking a dedicated Sr. Process Executive-Ops with 1 to 3 years of experience in customer service. The ideal candidate will have expertise in Workers Comp-New Business Workers Comp-Renewals and Workers Compensation-Claims. This hybrid role requires proficiency in Spanish and involves day shifts. Join us to make a meaningful impact in our operations.

Responsibilities

• Provide exceptional customer service by addressing inquiries and resolving issues related to Workers Compensation claims.
• Oversee the processing of new business and renewals in the Workers Comp domain to ensure accuracy and compliance.
• Collaborate with team members to streamline operations and improve service delivery.
• Analyze customer feedback to identify areas for improvement and implement effective solutions.
• Maintain detailed records of customer interactions and transactions to ensure data integrity.
• Assist in the development and implementation of process improvements to enhance operational efficiency.
• Communicate effectively with clients and stakeholders in both English and Spanish to ensure clear understanding.
• Monitor industry trends and regulatory changes to keep processes up-to-date and compliant.
• Support the training and development of junior team members to foster a collaborative work environment.
• Utilize technical skills to troubleshoot and resolve system issues promptly.
• Participate in team meetings and contribute to strategic planning initiatives.
• Ensure all customer service activities align with company goals and objectives.
• Report on key performance metrics to management to highlight successes and areas for improvement.

Qualifications:

• Demonstrate strong customer service skills with a focus on Workers Compensation claims.
• Exhibit proficiency in Spanish both written and spoken to effectively communicate with diverse clients.
• Possess excellent analytical skills to assess and improve operational processes.
• Show ability to work collaboratively in a hybrid work model.
• Display attention to detail in maintaining accurate records and documentation.
• Have experience in process improvement and operational efficiency strategies.
• Demonstrate strong communication skills to interact with clients and team members effectively.

Certifications Required

Certified Customer Service Professional (CCSP) or equivalent certification.