CC Agent

Description

Position Summary:

NSD CC Agents resolve customer requests and inquiries via telephone and other media channels in a fast-paced, quickly changing environment. Your ability to effectively handle multiple situations simultaneously, remain professional and productive under pressure, and analyze situations quickly to make effective decisions is valued and instrumental to ensuring an exceptional customer service experience.

Duties and Responsibilities:

• Resolve customer requests and inquires via telephone and other media channels.
• Handle a high volume of claims calls.
• Identify and escalate priority issues.
• Customer service skills and the ability to take ownership in assisting, researching, and resolving claims and other customer service issues.
• Update company database with information pertaining to each claim.
• Follow-up with dealers, consumers, and vendors when necessary.
• Research information using available resources to determine claims status (approve/deny).
• Communicate decisions with clients consistent with our contractual agreement.

Education and Work Experience:

Associate's degree or High School diploma with minimum 1 year customer service experience
Knowledge and Skills :
• To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.
• Must maintain the highest level of Confidentiality at all times.
• Must demonstrate a positive attitude with both internal & external members
• Excellent interpersonal communication skills (verbal and written)
• Must have working knowledge of Excel and Word
• Ability to multi-task, follow up, and meet deadlines
• Strong attention to detail
• Must demonstrate polite and professional demeanor

Knowledge and Skills:

To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.

• Must always maintain the highest level of Confidentiality.
• Ability to communicate effectively (verbal and written)
• Excellent interpersonal skills
• Proficient computer skills: must have working knowledge of Excel and Word,
• Ability to multi-task, follow up, and meet deadlines.
• Strong attention to detail
• Ability to identify discrepancies and take initiative to research variances and correct.
• Must be very proficient with inbound and outbound calls.
• Must have excellent analytic skills.
• Provide support to the Regional Field Managers and their regions.
• Present a professional and welcoming environment for internal and external customers.
• Understand and operate in accordance with Company Policy and Procedures.

Hours Required: 8:30am - 5:00 pm (CS) or 8:30am - 8:00pm (DT & TW)

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to talk or hear, sit, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and occasionally required to stand, walk; climb stairs.  The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by the job include close vision and the ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The usual environment is in a business office with a noise level in the work environment that is usually moderate.

This job description reflects management's assignment of essential functions and may be subject to change at any time due to reasonable accommodation or other reasons.

Qualifications