Job Details


Solutions Advisor I

Eau Claire, WI & Springfield, OH

Job Summary
Provide customer support to consumers via the telephone and/or Internet (e.g. instant message, email). Handle customer inquiries and resolve simple and basic support issues, such as FNOL (first notice of loss), and processing claims (glass). Perform other administrative duties as requested.
 
Essential Functions
  • Provide customer support by phone, email, or instant message to consumers
  • Serve as primary contact for inbound customer issues, and escalate more technical product-related issues to the Floor Coach, TL or Supervisor
  • Process a high volume of consumer inquiries of HSG products and services, and resolve a targeted percentage of those inquiries
  • Troubleshoot customer problems; identify the root cause of the problem, and uses tool and resources appropriately to determine how to resolve customer problems
  • When unable to resolve the problem in a reasonable amount of time, will escalate to the appropriate resource, and then follow up on escalated issues with coaching and mentoring to learn the appropriate solution and expand overall knowledge
  • Track and document inbound support requests and ensure proper notation of customer problems or issues
  • Update customer information and ensure accurate entry of contact information
  • Meet the standards of the job, such as quality standards, adherence to schedule, and average handle time
  • RequirementsA high school diploma/GED is required. College courses or Associate’s degree is preferable; prior customer service experience is preferred.
General Information
  • Knowledge of the company’s products, services and business operations to enable resolution of customer inquiries
  • Excellent customer service skills that build high levels of customer satisfaction
  • Excellent verbal and written communication skills
  • Computer navigation and operation skills
  • Demonstrate effective people skills and sensitivity when dealing with others
  • Ability to work both independently and in a team environment
    Regular adherence to the Attendance Policy
Other
  • Call Center 24x7x365 environment
  • Some flexibility of hours is required





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