Remote Customer Service Representative

As one of the world's top International Medical Insurance companies, IMG helps individuals and companies of all sizes. Every second of every day, vacationers, those working or living abroad for short or extended periods, people traveling frequently between countries, and those who maintain multiple countries of residence use our products to give themselves global peace of mind®

We are looking to grow our teams with people who share our energy and enthusiasm for creating the best experience for travelers.  We are now accepting applications to fill our next training class.

JOB DETAILS

• Location:  Position will start in-office during training.  Will have the opportunity to transition to remote upon successful completion of training and meeting department eligibility requirements -- targeted at 60 days. 
• The start date of the class will be Monday, February 24, 2025
• For those who meet eligibility requirements to work from home, transition date April 25, 2025.
• Must be willing and able to commute to the Indianapolis office on a daily basis until the eligibility requirements to work remote are met
• In order to work from home, individuals must have a designated workspace in a room with a door and high-speed internet.
• Base Pay: $17.00 per hour plus participation in the monthly performance bonus plan if qualifications are met*
• After training, we have a variety of 2nd shift schedules available at 11:00am with potential availability to move to an earlier start time at a later date, with 4 days during the week and 1 day every weekend, after completion of training
• Qualified candidates must be legally authorized to be employed in the United States. IMG will not be providing sponsorship for employment visa status (e.g., H-1B or TN status) for this position.

JOB SUMMARY

At IMG, we refer to the Customer Service Representative as an Assistance Coordinator. They are responsible for ensuring an excellent level of customer service and productivity with all inbound and outbound communication. Types of inquiries include answering benefit questions, making updates to policies, helping customers set up a new claim and giving claim status on existing claims.

PERKS

• Monthly performance bonus up to 30% of monthly base pay based on 40 hours per week (*must meet department standards and qualifications)
• On-Site Fitness Center
• Comprehensive Benefits package including Medical / RX / Dental/Vision Insurance
• 401k Plan with company match
• Paid Time Off
• Free Employee Parking
• Casual Dress Environment
• Tuition Reimbursement Plan

DUTIES AND RESPONSIBILITIES

• Answer and address a high volume of inbound communication (phone, email, online chat, etc.) in a professional and courteous manner while maintaining performance metrics, quality standards, and HIPAA compliance
• Provide professional and courteous outbound communication as instructed
• Document contact outcomes in customer relationship management tool
• Availability to work some holidays and weekend days. Job may require flexible scheduling to grow in the company
• Mentoring and helping new employees when asked
• Assist in special projects or tasks as needed

QUALIFICATIONS

• 1 year of experience in a customer service role analyzing and solving internal and external customer issues
• Basic level of proficiency in Microsoft Office Suite software
• Demonstrated ability to multi-task - navigate systems on dual monitors and type while on a call
• Global geographical and cultural awareness
• Excellent interpersonal, written, and oral communication skills
• Enjoy working with people
• Self-motivated with proven ability to maintain positive attitude
• Strong stress management and ability to work in a fast-paced environment.

PREFERRED SKILLS

• Personality characteristics like patience and tact
• Attention to detail
• Analytical and problem-solving skills
• Bilingual – Proficient verbal and written communication skills in a foreign language (including but not limited to Spanish, Portuguese, Mandarin, and/or French) a plus but not required

IMG is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law.