Job Title:

Customer Service Representative

ADP Job Code:

CUST

Department:

Claims & Customer Service

Reports to:

Manager, Escalations

FLSA Status:

Non-Exempt (Hourly)

Grade:

10

Salary Band:

Admin/Operations

Updated:

May, 2021

Summary

The Customer Service Representative will provide Best-In-Class customer service to all inbound coverage and/or general claims questions from customers (i.e. contract holders, dealers, agents, shops etc.)

• 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

Education and Experience

Skills

• 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.

Physical Demands

Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision and the ability to adjust focus.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions.

Note

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

The employee signature below constitutes employee's understanding of the responsibilities and the job qualifications of the position.

Employee__________________________________ Date_____________

Automobile Protection Corporation (APCO) is a Drug Free Workplace as well as an Equal Opportunity Employer. Qualified applicants shall be considered for all positions without regard to race, color, sex, religion, national origin, age, disability, veteran status, or any other status protected by federal, state or local law.