Job Details

Support Services Associate II

Purpose:

The ideal candidate will possess the necessary skills, drive, and ability to perform basic administrative and customer service duties to ensure an effective and efficient operational workflow. Performance of administrative duties, including but not limited to typing, telephone response, processing of incoming and outgoing mail, and maintaining statistical data.

Summary of Responsibilities:

• Receive, review, record, and respond to incoming email communications for service call initiation, status update, and/or follow-up.
• Review of customer reimbursement invoices, complaints and other requests to determine how they should be handled or re-directed.
• Review of claim credits invoices and supporting documentation for accuracy, validity, as well as verification of proof of payment
• Receive and process incoming requests for service calls, tasks, voicemail, and electronic communications from customers, clients, and service providers.
• Make outbound communications to the customer, client, and/or service provider informing them of claim status and/or offering assistance through the claim process to ensure exceptional customer care.
• Review and data entry of incoming service reports or supporting documentation from vendors for claim resolution.
• Claim/Invoice review and processing
• Provide back-up to the Receptionist/Switchboard Operator
• This requires a claim background or experience, good working knowledge of TIMX SCM/CLAIMS, Microsoft Excel, Word and Outlook.
• Self-starter who is organized and detailed oriented, and has the ability to multitask.
• Other duties and project work as assigned

Qualifications:

Experience/Other Requirements

• Strong oral and written communication skills
• Strong customer service and organizational skills
• Ability to perform in a fast paced environment
• Multi-tasks on a daily basis - ability to manage and prioritize your work
• Strong PC (Windows) and software application knowledge
• Knowledge of Microsoft Office (Outlook, Word, Excel)
• Data entry of 35+ WPM
• Minimum of six (6) months in Customer Service and/or related field (Home Warranty or Insurance CS background is a plus)

Education:

• High school or equivalent is required.

Equal Opportunity Employer
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