Job Listing Description

Customer Service Representative-Claims

Role Summary:  Performs as required day-to-day customer service claims activities, including repair claims processing via call handling, mail handling of incoming repair contractor invoices, account maintenance, file documentation, problem resolution, reporting and claims follow-up activities.
Receive inbound claims calls from customers related to services provided.  Remain accessible to achieve appropriate problem resolution.
Clarify the needs of the customer, answer customer inquiries, and assist in the resolution of concerns.
Detailed documentation of customer contacts and claims as appropriate.  Maintain a courteous and knowledgeable appearance to the customer.  Handle difficult calls and use de-escalation techniques whenever possible.
Maintain a high level of application, process, and water and sewer utility knowledge.  Continuously improve call handling skills, systems knowledge, communications skills and software knowledge, enhancing customer service levels.
Identify and relay to Supervisor areas for improvement within the customer inquiry and concern resolution processes.  Provide exceptional service to the customer that meets or exceeds all service level agreements.
High school diploma, GED, or equivalent and two (2) years experience in related business environment.
Two (2) years experience in related business environment.

Strong customer service skills.
Strong organization, communication, multitasking and problem-resolution skills.
Ability to present information or respond to inquiries from groups of managers, associates, customers and contractors.
Skill utilizing on-line internal systems and web-based software preferred; aptitude to learn these skills quickly acceptable.
Proficient typing skills.
Proficiency utilizing MS Office applications and Lotus Notes.
Must be able to work non-traditional, rotating work schedule.
Water and / or wastewater utility experience and claims experience (preferred).
The job requires flexibility to work weekends and/or evenings via a rotating schedule (non-traditional schedule). Previous claims experience preferred.
Bi-lingual-Spanish a plus
Job Number: 1910103402
Job Location: Alton, IL
Duration: 6 months
Input Date: 06/20/2019
Last Updated: 08/21/2019
Attention: Kristen Schabell
City, State: IRVING, TX 75062
Phone: 214/647-9600
800 Phone: 800/270-4737
Fax Phone: 214/647-9630

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