TEKsystems is hiring for a customer service representative in Troy, MI. This position is hybrid after training. If you are interested, then please apply after reviewing the details below.

Description:

Training Schedule: 8:30am to 5pm M-F

Remote for the first 4 weeks of the training period

Weeks 5 through 8 will be FULLY in office for nesting and live calls.

After week 8, you are eligible for the hybrid schedule BY meeting attendance, performance, quality and adherence expectations. The hybrid schedule consists of 2 days on-site and 3 days remote.

Shifts

a. Training is 4 weeks. 8:30am to 5pm shift during training period

b. Shift based on business needs

c. Shift after training: 9:30am to 6:00pm, 10am to 6:30pm, 10:30am to 7:00pm or 11:30am to 8:00pm (Have to be open to all)

The client is looking to add to their Call Center Loss Drafts Team. This is a high level call center position that is mainly dealing with homeowner claims. Calls can be as quick as 1 minute all the way up to 45 minutes. A lot of the calls are with clients who are upset that their repair has not been completed or their funds are still being held.

Responsibilities:

• Will be handling about 40-50 inbound calls per day, sometimes more and sometimes less, depending on how long each call lasts.
• The calls will be pertaining to a new homeowners claim or an existing claim
• Will be required to answering basic questions such as: what is the status of my claim? all the way up to claim intake which sometimes can take up to an hour.
• Navigate between multiple systems to find the answer
• Research through the claim tool to be able to assist the customer and provide accurate information
• Handle escalated calls as needed
• Be the liaison between the client, the homeowner, and the lender
• Be able to be cool under pressure and handle upset customers
• Update case notes in the Claim system to ensure everything is documented and updated
• Problem solving and problem resolutions skills are required as well as the ability to handle all calls in a professional manner.
• Outbound calls are also often necessary.

Additional Skills & Qualifications:

• working cellphone with service (need to dual authenticate)
• at least 1 to 2 years of Call Center Experience (preferably in escalations, claims, or insurance)
• efficient in using a windows PC computer and navigating their software system (not the most user friendly system)
• typing: at least 35 WPM
• good verbal and written communication skills (will be on the phone all day and be required to follow up via email in some instances)

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.