*in - office* Customer Service Associate

In-Office Customer Service Associate

By joining Sedgwick, you'll be part of something truly meaningful. It's what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there's no limit to what you can achieve.

Newsweek Recognizes Sedgwick as America's Greatest Workplaces National Top Companies

Certified as a Great Place to Work®

Fortune Best Workplaces in Financial Services & Insurance

In-Office Customer Service Associate

Location: Elgin, IL.

Hours: 9am-5:30pm and 10:30am-7pm

Primary Purpose: To provide excellent service displaying empathy to callers regarding claims for multiple lines of business, including but not limited to, expediting the claims process, and providing detailed claim notes on all calls, resolving issues with one call/one person response, and directing calls to appropriate escalation path as needed.

Essential Functions and Responsibilities:

• Assigns new claims to the appropriate claims handler.
• Enters verbal and written application information that meets both the internal and external customers' requirements accurately into the appropriate system.
• Contacts the customer by telephone, written correspondence and/or the appropriate system regarding documentation required to process a claim, required time frames, and claim status.
• Communicates clearly and professionally with the customer by telephone.
• Makes informed decisions within the parameters of our obligations.
• Handles approximately 40 to 70 inbound calls daily from customers for a variety of queries.
• Ability to type 35 words per minute (WPM).
• Participates in and maintains a quality service culture within the Customer Service Team.

Additional Functions and Responsibilities:

• Performs other duties as assigned.
• Perform tasks based on the needs of the company or differing situations.

Qualifications:

Education & Licensing:

High school diploma or GED required.

Experience:

One (1) year customer service experience or equivalent combination of education and experience required. Inbound call center experience preferred.

Skills & Knowledge:

• Excellent verbal and written communication skills
• PC literate, including Microsoft Office products, Windows environment; as well as a variety of in-house databases.
• Must meet minimum typing requirements (35 WPM).
• Strong organizational skills
• Ability to apply logic to interpret information and make sound decisions.
• Ability to multitask in fast paced environment.
• Ability to work in a team environment and/or independently.
• Ability to meet or exceed Performance Competencies
• Ability to meet all attendance expectations.
• Responsibility and ownership to ensure callers receive the highest possible customer experience.
• Resilience in changing situations.
• A can-do attitude!

Work Environment:

When applicable and appropriate, consideration will be given to reasonable accommodations.

Mental: Clear and conceptual thinking ability; excellent judgment and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines

Physical: Computer keyboarding, travel as required

Auditory/Visual: Hearing, vision and talking.

Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.

If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles.