Essential Duties and Responsibilities

• Handle a high volume of incoming calls within service metrics
• Answer customer questions, resolve any issues or transfer call to the appropriate agent and/or department
• Updated system with new or updated information
• Proactively communicates with key stakeholders (i.e. vehicle owner, repair facility, dealer, dealer consultant etc.) to ensure a best-in-class claims experience
• Ensure timely, accurate and consistent file documentation
• Monitor call queues and ensure agent availability through proper use of AUX codes
• Anticipates and meets all customer needs (internal and external)
• Embrace and support all our core values and a CI environment
• Other duties as assigned

• Strong organizational and customer service skills.
• Excellent verbal and written communication skills are necessary.
• Ability to adapt to shifting priorities.
• Ability to articulate relevant information and directions in an organized and concise manner.
• Demonstrated strong proficiency with typing, computer software including Microsoft Office, Microsoft Outlook and all internal and external processing systems and resources.
• Requires the ability to maintain confidential information and work independently and as a member of a team.
• Learning mentality and ability to develop skills.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions objects, tools or controls. The employee is occasionally required to stand, walk, sit, bend and use computer for long periods of time.