Customer Service Rep I

Provides exceptional customer service to clients and their employees by handing calls in a timely, accurate and professional manner.

Analyzes information and proofreads system entry for accuracy.


* Education equivalent to graduation from high school, supplemented by courses in word processing or the equivalent in related work experience.


* Previous experience in an office environment, preferably in a Call Center.

Previous disability and leave management or insurance experience is a plus.


* Strong Customer Service


* Good personal computer skills/typing


* Attention to detail


* Able to work in a high volume environment


* Must be able to work a flexible schedule that may include early morning, evening, weekend, overnight or holiday shifts.

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* Consistently maintains a high level of customer satisfaction by demonstrating a helpful, considerate attitude and a pro-active customer service approach.

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* Enters new claims into the system timely and accurately in adherence to department processes and client specific policies

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* Based on claim details, if unable to respond to a caller's question or concern, the CSR must be able to identify and articulate the caller's issue and escalate the claim to the appropriate team member.

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* Operates a variety of office equipment such as ACD phones, printers, personal computers, fax machines and copiers.

As needed, reports system problems to the appropriate person.

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* Keeps abreast of internal and external changes and developments.


* Assists in the training of new employees when needed


* Assists supervisor with various duties.


* Recommends new and/or improved procedures to improve efficiencies.


* Maintains a favorable and positive working relationship with internal and external sources.


* Keeps manager informed verbally and in writing of activities and problems within assigned area of responsibility; refers matters beyond limits of authority to manager.


* Participates in special projects and performs other duties as requested.