Customer Service Representative

Schedule: This position requires you to be fully onsite Monday through Friday for training for the first 6-8 weeks. After training is complete, this role will transition to hybrid working onsite Tuesday - Thursday.

Role Overview:

The Intake Customer Service Advocate will field incoming calls from customers to initiate the accurate setup of Family Medical Leave, Paid Family Leave, Workplace Accommodation, Short-Term Disability and Long-Term Disability claims. Creative problem solving, critical thinking and empathy skills are essential. Professional interaction, active and passive listening skills and the ability to utilize computer-based resources effectively and efficiently to accurately initiate new claims/leaves is crucial for success in the role.

Intake Advocates are measured on:

• Direct feedback from customer via post call surveys, which include:
• The ability of the Advocate to resolve the initial call with a first call resolution
• Their satisfaction with the overall experience while they spoke with the advocate
• The level of knowledge displayed by the advocate to resolve the customer matter
• The polite and courteousness of the advocate

What You’ll Do:

• Answer 35-45 incoming calls while processing a leave or disability claim for the employee
• Entering essential claim data into the appropriate leave system forms to provide a record related to cases and customer interactions
• Establish high quality customer relationships - using information resources, active listening, and technical knowledge to respond to customer.
• Ability to multitask, gather and input necessary information simultaneously.
• Utilizing a comprehensive approach to ensure information provided results in a successful submission of claims
• Focus on specific team metrics, i.e., quality monitoring, security verification, adherence to schedule, production, attendance, and quality processing
• Responding to urgent and non-urgent inquiries within company SLA’s

What you'll bring:

• High School Diploma or GED required; College degree a plus!
• 1+ years call center and/or customer facing experience required; knowledge of Workers’ Compensation, Disability Claims, or Family Medical Leave processing a plus!
• Bilingual is a plus.
• Knowledge of PC operations and Microsoft systems, as well as a technical aptitude to learn new systems and applications
• Demonstrated success in using critical thinking to provide unique solutions to issues and recognize opportunities for improvement
• Ability to correspond in a clear, concise, and timely manner using appropriate verbal/written channels of communication

It is recommended that all qualified candidates apply to this posting as soon as possible. Residents of Colorado are hereby notified that the deadline to apply is two weeks from the Posting Date listed above.

Pay: $42,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Application Question(s):

• This position requires the ability to work an 11-7pm EST shift. Are you able to meet this requirement?

Ability to Commute:

• Pittsburgh, PA 15226 (Required)

Work Location: Hybrid remote in Pittsburgh, PA 15226