Customer Solutions Representative

Customer Solutions Representative - Lenexa, KS, Monday to Friday, 9:00 AM to 5:30 PM Central | Hybrid - 3 days onsite/2 days remote (core office days Tues/Wed).

Pay range: $17.20+ per hour

Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered. Successful candidates may be eligible to receive annual performance bonus compensation.

Benefits Information:
We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Our pay and benefit plans have been designed to promote employee health in all respects – physical, financial, and developmental. Depending on whether it is a part-time or full-time position, some of the benefits offered may include:
• Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours
• Best-in-class well-being programs
• Annual, no-cost health assessment program Blueprint for Wellness®
• healthyMINDS mental health program
• Vacation and Health/Flex Time
• 6 Holidays plus 1 "MyDay" off
• FinFit financial coaching and services
• 401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
• Employee stock purchase plan
• Life and disability insurance, plus buy-up option
• Flexible Spending Accounts
• Annual incentive plans
• Matching gifts program
• Education assistance through MyQuest for Education
• Career advancement opportunities
• and so much more!

The primary purpose of this position is to provide client support in the risk assessment division for the ExamOne portfolio of services including, but not limited to: lab, paramed, inspection, teleunderwriting, MVR, APS, imaging, etc.

• Handle all customer inquiries via phone, email and other electronic communication in a timely manner to effectively provide a high level of customer satisfaction.
• Utilize a variety of proprietary programs to review, research and resolve issues with insurance applicant orders ranging from routine to moderate and is responsible for providing a professional response back to clients.
• Act as a direct liaison between insurance companies, brokers, third party administrators, paramedical companies, insurance applicants and inter-company departments.
• Ongoing responsibility for maximizing department productivity standards by monitoring service levels.
• Use established protocols for reporting client issues or concerns and maintains appropriate documentation of events for management review in all systems accessed.
• Responsible for producing department /client specific reports and monitoring the status of applicant cases.
• Adhere to department quality and responsiveness standards.
• Recognize quality service issues and provide feedback to management on opportunities for improvement.
• Participate in client visits, conference calls and other customer-related communications as required.
• Other duties as assigned. This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position.

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Required Work Experience:

Previous customer service and/or call center experience preferred.

Preferred Work Experience:

3 – 5 years previous customer service and/or call center experience preferred.

Physical and Mental Requirements:

• Ability to sit for long periods of time.
• Repeating motions that may include the wrists, hands and/or fingers. (Typing)

Knowledge:

• Complete training on all service components within eight months of hire date. Proper telephone etiquette to handle customer inquiries.
• Basic knowledge of operating office equipment.
• Knowledge of life insurance industry workflow processes and/or terminology.
• Industry specific experience.

Skills:

• Accurate typing skills, 35 wpm minimum.
• Proficiency in basic computer skills (Word, Excel, Outlook)
• Excellent interpersonal and communication skills (oral and written). Ability to speak the English language clearly, professionally and effectively communicate to clients, management and peer group.
• Exhibit comfortable interaction with sales, technical staff and other departments.
• Detail-oriented and accurate with names/numbers.
• Good problem-solving skills and independent decision-making abilities.
• Excellent organization and follow-through skills.
• Work in a fast-paced environment handling multiple tasks (including working with phone & PC simultaneously).
• Work independently with little supervision.
• Ability to maintain professional and tactful manner in stressful situations.
• Ability to deal with client information in a confidential manner.

Education

• Bachelor’s Degree (Preferred)
• High School Diploma or Equivalent (Required)