Customer Engagement Specialist

Who Is Accuserve:

Accuserve is a Managed Repair Experience Company, unifying and humanizing the experience for people simply trying to take care of the things they treasure most. As an integrated community of claims and restoration experts, we're redefining how smart, unified, and human the experience can be to fix what matters most to people in extreme times of need. We are builders, innovators, community leaders, facilitators, connectors, dreamers, keepers, mothers, fathers, sisters, and brothers. We're human too and know what it means to take care of you and your property.

Job Summary:

The Customer Engagement Specialist provides prompt, accurate support to our internal and external stakeholders, such as insurers, adjustors and contractors related to roofing claims. The best customer service representatives have a passion for helping customer and ensure excellent service standards, respond efficiently, and maintain high customer satisfaction. The position is performance drive role. The Customer Engagement Specialist is responsible for delivering high quality and consistent service experience while utilizing excellent communication skills and placing a high value on caller needs. The representative acts with the highest integrity, showing consistency between words and actions, while working in a fast-paced environment. Representatives are motivated self-starters with the ability to work with a hybrid and virtual team as well as independently with a variety of technologies. Must be comfortable taking direction and following carrier and compliance guidelines. Adapt to change, problem-solving, critical thinking and integrity are essential parts of this role.  

General Responsibilities:

• Manages Projects utilizing project management frameworks and best practices
• Adheres to all established service levels, metrics, and quality standards to ensure insureds, carriers and contractors calls are handled timely and professionally
• Proficiency in using computers for both data entry a swell as rapid navigation through multiple systems to search for informatation to support our stakeholders; ensuring interactions are documented in a detailed, proficiently, and timely done per operating standards
• Takes a sales-centric approach to a non-sales role by being able to clearly explain the benefits of our program to each insured
• Provides clarity to the claims process and addresses any questions or concerns regarding next steps 
• Treats each caller with care by actively listening, clarifying the purpose of the call, communicating in a clear, concise, and positive manner, and providing accurate and timely solutions for a wide variety of topics
• Serves as the first point of contact for all Accuserve policy holders.
• Coordinates the scheduling of property inspections with Accuserve network-contractors
• Demonstrates proficiency in multiple carrier requirements with the ability to educate on products and services
• Recognizes caller concerns and proactively de-escalates situations to avoid caller dissatisfaction, uses available resources to gather necessary details to promote a positive resolution or escalate as appropriate 
• Promotes first call resolution by taking accountability and begins to anticipate future needs
• Detail-orientated, agile and embraces learning multiple procedures, processes, products and technology applications
• Provides customer support for roof inspection reschedules & reinspection inquires
• Provides customer service via inbound and outbound phone, email, and text scheduling of roofing contractors with homeowners for inspections
• Initiates and follow up on tasks associated with claim cases, work orders and service appointments
• Collaborates with internal and external teams
• Ability to be a problem solver, use critical thinking skills and utilizing out of the box creative thinking to resolve a wide variety of claims challenges and customer issues
• Follows standard operating procedures and policies
• Follows standard carrier guidelines for each claim type
• Ability to work a flex schedule that may include evenings and weekends and during high volume or catastrophe events 
• Flex support to Sales or Production as needed
• Other duties as assigned

Minimum Qualifications:

• High school diploma or equivalent required, associate degree or higher preferred
• Proficient in windows office environments
• Minimum of 2 years customer service with direct customer interaction, providing support and problem resolution, preferably in a call center or contact center environment, required
• Ability to work a flex schedule that may include evenings and weekends and during high volume or catastrophe events is required
• Previous insurance claims experience is preferred
• Knowledge of the roofing industry is preferred
• Previous NICE inContact and Salesforce preferrablec
• Excellent communication and interpersonal skills
• Ability to prioritize and manage time 
• Ability to build partnerships and collaborative relationships with customers, peers, leaders, vendors, etc.
• Ability to problem-solving and use critical thinking 
• Ability to handle conflict in a professional and courteous manner
• Excellent verbal, electronic, and written communication, and customer service skills
• Reliable in meeting work commitments
• Must be flexible and adapt to most any situation
• Ability to utilize technology devices, software and application, previous experience with Microsoft Office Suites and basic computer skills required
• Reliable high speed home broadband internet connection with minimum 25 meg download and 10 meg upload speeds and ability to connect to home internet via ethernet cord is required if working remotely

Accuserve’s Human Centric Value Proposition:

Accuserve is built on a foundation of community, fostering valuable connections, and creating an innovative approach to help you navigate the insurance landscape. Built on culture, grounded in compassion.

Accuserve Values:

Communicating and Connecting, Doing the Right Thing, Compassionately Serve, courageously making an Impact and Staying Curious.