Customer Service Representative


Primary Job Responsibility :

      The Customer Service Representative is a centralized position primarily responsible for entering the initial information for new claims.

Duties and Responsibilities :

      • Follows RENFROE and clients’ policies to handle all assigned duties under moderate supervision
      • Handles inbound and outbound calls to agents, vendors or policyholders
      • Interacts with the insured to obtain initial claim information
      • Documents transactions received by phone, email or mail into a database
      • Uses a computerized system for tracking, information gathering and/or troubleshooting
      • Routes new claims to the appropriate team of adjusters
      • Provides administrative support for centralized adjusters
      • Participates in special projects and completes other duties as assigned

Specialized Knowledge and Skill Requirements :

      • Basic computer operating and data entry skills is required
      • Proficiency with Microsoft Office Suite (especially Word, Excel and PowerPoint) is required
      • Experience using various claims processing systems is preferred
      • Communicates clearly and effectively, both verbally and in writing
      • Excellent telephone skills
      • Well-organized and hard-working, with the ability to thrive in a fast-paced work environment
      • Ability to multi-task and prioritize work in a high volume production environment
      • Good decision-making skills
      • Good analytical/problem solving skills
      • Strong interpersonal and customer service skills and proven ability to establish good relationships with policyholders, clients, RENFROE management, employees and others with whom they interact
      • Additional opportunities and pay may be available for individuals who have obtained a bilingual-certification (Spanish/English).

Working Environment and Physical Requirements :

      • Sitting in a chair for extended periods of time
      • Ability to operate telephone, personal computer, mouse, keyboard and other similar equipment for extended periods of time
      • Extended and varying work schedules
      • Regular attendance required, working up to 12 hours a day, 7 days a week, for extended periods of time including weekends and holidays
      • Fast-paced, changing, multi-tasking environment