FVH LP

Description:

Living the Accuserve values: Communicating and Connecting, Doing the Right Thing, Compassionately Service, Courageously making an Impact and Staying Curious, the Dispatch Specialist provides prompt, accurate support to our internal and external stakeholders, such as insurers, adjustors and contractors related to roofing claims. The best customer service representatives have a passion for helping customer and ensure excellent service standards, respond efficiently, and maintain high customer satisfaction. The position is performance drive role. The Customer Service Dispatch Representative is responsible for delivering high quality and consistent service experience while utilizing excellent communication skills and placing a high value on caller needs. The representative acts with the highest integrity, showing consistency between words and actions, while working in a fast-paced environment. Representatives are motivated self-starters with the ability to work with a hybrid and virtual team as well as independently with a variety of technologies. Must be comfortable taking direction and following carrier and compliance guidelines. Adapt to change, problem-solving, critical thinking and integrity are essential parts of this role.

General Duties:

100% Customer Service Support

Adheres to all established service levels, metrics, and quality standards to ensure insureds, carriers and contractors calls are handled timely and professionally
Proficiency in using computers for both data entry a swell as rapid navigation through multiple systems to search for information to support our stakeholders;
Ensuring interactions with stakeholders are documented in a detailed summary, proficiently, and timely done per operating standards
Ability to talk and type simultaneously
Ability to handle inbound and outbound phone work
Ability to speak to and encourage the use of our programs and services
Treats each caller with care by actively listening, clarifying the purpose of the call, communicating in a clear, concise, and positive manner, and providing accurate and timely solutions for a wide variety of topics
Demonstrates proficiency in multiple carrier requirements with the ability to educate on products and services
Recognizes caller concerns and proactively de-escalates situations to avoid caller dissatisfaction, uses available resources to gather necessary details to promote a positive resolution or escalate as appropriate
Promotes first call resolution by taking accountability and begins to anticipate future needs
Detail-orientated, agile and embraces learning multiple procedures, processes, products and technology applications
Provides customer support for roof inspection reschedules & reinspection inquires
Provides customer service via inbound and outbound phone, email, and text scheduling of roofing contractors with homeowners for inspections
Initiates and follow up on tasks associated with claim cases, work orders and service appointments
Collaborates with internal and external teams
Ability to be a problem solver, use critical thinking skills and utilizing out of the box creative thinking to resolve a wide variety of claims challenges and customer issues
Follows standard operating procedures and policies
Follows standard carrier guidelines for each claim type
Flex support to Sales or Production as needed
Ability to troubleshoot basic computer issues such as clear cache, restart computer, etc.
Other duties as assigned

Requirements:

High school diploma or equivalent required
Minimum of 2 years customer service with direct customer interaction, providing support and problem resolution, preferably in a call center or contact center environment, required
Ability to work a flex schedule that may include evenings and weekends and during high volume or catastrophe events is required
Reliable broadband internet and ability to work remotely at home with a minimum speed of 10 meg download, 1 meg upload and ability to connect directly into router required.
Previous insurance claims experience is preferred
Knowledge of the roofing industry is preferred
Previous NICE inContact and Salesforce preferrable
Strong computer skills working Microsoft Office suites and ability to learn and navigate multiple systems
Excellent communication and interpersonal skills
Ability to use and apply critical thinking
Ability to prioritize and manage time
Ability to build partnerships and collaborative relationships with customers, peers, leaders, vendors, etc.