New Customer Service Representative Job in Alton, IL!
Position Title: Customer Service Representative

Position Number: 340772

Location: Alton, IL 62002

Position Type: Temporary

Required Skill Set:

Call Center, Claims, Documentation

Position Description:

**C2C is not available**
**Only U.S. Citizens and those authorized to work in the U.S. can be considered as W2 candidates.**
Claims Specialist
Work Location: Alton, IL
Duration: 3-6 months

Role Summary: Performs as required day-to-day customer service claims activities, including repair claims processing via call handling, mail handling of incoming repair contractor invoices, account maintenance, file documentation, problem resolution, reporting and claims follow-up activities. The job requires flexibility to work weekends and/or evenings via a rotating schedule (non-traditional schedule). Previous claims experience preferred.

Key Accountabilities:

Percentage of Time (Must add to 100%)

Receive inbound claims calls from customers related to services provided. Remain accessible to achieve appropriate problem resolution. (20%)

Clarify the needs of the customer, answer customer inquiries, and assist in the resolution of concerns. (15%)

Detailed documentation of customer contacts and claims as appropriate. Maintain a courteous and knowledgeable appearance to the customer. Handle difficult calls and use de-escalation technics whenever possible. (15%)

Be receptive to performance feedback and continuously seek to improve own skills. (10%)

Exercise good judgment in the assignment of contractors. (10%)

Maintain a high level of application, process, and water and sewer utility knowledge. Continuously improve call handling skills, systems knowledge, communications skills and software knowledge, enhancing customer service levels. (10%)

Identify and relay to Supervisor areas for improvement within the customer inquiry and concern resolution processes. Provide exceptional service to the customer that meets or exceeds all service level agreements. (10%)

Support and sustain a positive environment that fosters team performance and individual excellence. (5%)

Maintain adherence to all policies, procedures, programs, standards of performance and approved business objectives including those involving affirmative action, communications, community relations, human resources, labor relations, health and safety, and security. (5%)

Skills:
Strong customer service skills.
Strong organization, communication, multitasking and problem-resolution skills.
Ability to present information or respond to inquiries from groups of managers, associates, customers and contractors.
Skill utilizing on-line internal systems and web-based software preferred; aptitude to learn these skills quickly acceptable.
Proficient typing skills.
Proficiency utilizing MS Office applications and Lotus Notes.
Must be able to work non-traditional, rotating work schedule.

Knowledge:
Water and / or wastewater utility experience and claims experience (preferred).

Education:
High school diploma, GED, or equivalent and two (2) years experience in related business environment. Two (2) years experience in related business environment.
Must complete 6 month Client Resources training program for handling for affiliated and non-affiliated / out-of-footprint customers and municipal partner customers. This includes requirement of meeting monthly personal KPIs, attendance guidelines, and quality scores.
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Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.

Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.)
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