What are the responsibilities and job description for the Customer Service Representative (Seasonal) position at Balance Claims?
About Balance Platforms, LLC
Balance Platforms, LLC (https://balanceclaims.com) provides full-service claims administration, estimating, and advisory services for contractors in the insurance restoration industry. We integrate into our clients’ workflows to help manage construction job files efficiently so they can focus on selling, building, and billing.
Customer Service Representative (CSR) – Seasonal
In Office – Indianapolis, IN
Balance Platforms is seeking a Customer Service Representative (CSR) to serve as the primary point of contact for inbound client communication and internal task coordination.
This role is centered around handling inbound phone calls, routing requests, and ensuring all communication is properly captured and directed to the appropriate team members. The CSR plays a key role in keeping workflows organized and ensuring nothing falls through the cracks.
This is a seasonal, in-office role with the potential to transition into a full-time position based on performance and company needs.
What You’ll Be Responsible For
Answer and manage inbound client phone calls in a professional and efficient manner
Triage incoming requests and route them to the appropriate internal teams (Sales, Account Management, Production, or Admin)
Create and assign tasks to ensure all client communication is documented and followed up on
Provide basic file status updates when appropriate and escalate more complex requests
Make outbound calls to clients when additional follow-up is needed to support file progression
Support the Admin team by ensuring communication gaps are minimized and follow-ups are initiated when needed
Performance Expectations
Maintain consistent responsiveness to inbound calls throughout the day
Accurately capture and route client requests with minimal errors or rework
Ensure every interaction results in a clear next step (task created, routed, or escalated)
Follow established workflows and documentation standards consistently
Contribute to keeping projects moving by initiating follow-up calls when needed
Qualifications
Strong verbal communication skills and professionalism on the phone
High attention to detail and organizational ability
Ability to manage multiple conversations and tasks throughout the day
Basic computer proficiency (experience with CRM systems such as HubSpot is a plus)
Prior customer service or administrative experience preferred but not required