What are the responsibilities and job description for the Customer Service Representative position at TPI Global Solutions?
Job Title: Claims/Customer Service Representative
Duration: 4–6-month temp to hire
Location: Worcester, MA (Hybrid Role – 2-3 days per week)
Flexible Schedule: Training schedule is Monday-Friday 8:30 AM - 5:00 PM.
Post Training - Monday-Friday 8:00am-4:30pm OR 9:00 AM - 5:30 PM and shared responsibility of Saturday rotation from 8:30 - 5:00 pm (Two Saturdays per month rotation)
Two-three days per week in-office (Tuesday/Wednesday) before and after training.
Summary:
As a Claims Service Representative, you will play a vital role in. The client success by helping our customers when they are in need. You will be the first point of contact a customer has when they experience an unexpected loss to their vehicle, home or business. In that critical moment, you represent. The client brand in your ability to respond with empathy so our customers can get back on the road, back in their home and/or back in business as easily as possible. Guided by your manager, you will provide general assistance to agents, insureds, and claimants, matching their needs with our services using provided scripts to assist you in serving our customers.
Responsibilities:
• Respond to electronically and phone submitted claim losses and first notice of loss calls from claimants, insureds and other parties.
• Respond to calls on established claims in a polite, professional and empathetic manner and determine appropriate course of action .
• Perform rental reservation, appraisal assignments, Express Claim shops, Towing and water mitigation activities
• Utilize established scripts, transcribes personal or commercial loss damage, or injury information into the company’s network generating an electronic claim file
• Applies basic communication skills to interpret caller’s inquiries and offers available options
• Utilizes established workflows to initiate claim activities as required
• Recognizes coverages, claim processing requirements and related claims systems
• Learns to identify claims and takes appropriate actions
• Contacts vendor to establish language services for language interpretation and translation
Skills and Experience:
• Associate’s degree or working towards your associate’s degree is strongly preferred
• Typically 1 -3 years of experience in the service, financial or hospitality industry preferred
• Six months to one year of call center and/or office experience required
• Troubleshooting experience desired
• Self-starter
• Has an energetic, positive and professional attitude
• Proficiency in using and toggling between multiple computer applications, dual screens, and MS Office Suite products (Word/Excel, Outlook, SharePoint, Teams); Independent use of provided resources
• Excellent written and verbal communication skills
• Seeks to collaborate and promotes inclusion and respect
• Dedicated to meeting the expectations and requirements of internal and external customers
• Understands the importance of teamwork and developing and maintaining cooperative relationships
• Exhibits service behaviors that include empathy and patience when communicating with customers. Ability to deal with conflict effectively
• Disciplined to follow scripts, while showing initiative to seek additional information as needed • Demonstrates attention to detail
• Agile and adapts to new, different, or changing situations, requirements, or priorities
• Shares knowledge, skills, and expertise with others; collaborates with others
• Ability to meet and/or exceed established goals within set training timeline
Physical Demands & Work Environment:
• Ability to use a personal computer, call center phone and other standard office equipment
• Ability to sit and/or stand for extended periods (75%-90%)
- • Able to perform in a dynamic/fast paced work environment