What are the responsibilities and job description for the Customer Care Coordinator position at ICW Group?
Are you looking for more than just a job? Do you want to have a voice and feel a sense of belonging? At ICW Group, we hire innovative people who consistently adapt, grow and deliver. We believe in hard work, a fun work environment, and embracing creativity that only comes about when talented people collaborate to develop solutions. Our mission is to create the best insurance experience possible.
Headquartered in San Diego with regional offices located throughout the United States, ICW Group has been named for seven consecutive years as a Top 50 performing P&C company offering the stability of a large, profitable and growing company combined with a small-company entrepreneurial spirit. Our purpose-driven ethos provides team members with opportunities to contribute, develop, and belong.
Are you looking for more than just a job? Do you want to have a voice and feel a sense of belonging? At ICW Group, we hire innovative people who consistently adapt, grow and deliver. We believe in hard work, a fun work environment, and embracing creativity that only comes about when talented people collaborate to develop solutions. Our mission is to create the best insurance experience possible.
Headquartered in San Diego with regional offices located throughout the United States, ICW Group has been named for seven consecutive years as a Top 50 performing P&C company offering the stability of a large, profitable and growing company combined with a small-company entrepreneurial spirit. Our purpose-driven ethos provides team members with opportunities to contribute, develop, and belong.
The Customer Care Coordinator will provide support directly or indirectly to agency partners and / or serves as a liaison between customers and ICW technical resources in support of company financial goals. The role will manage and oversee customer service for accounts and improve customer service efficiencies and reducing staffing expenses, while elevating agency partners.
WHAT YOU WILL DO
Supports internal and external customers.
- Responds to incoming calls (direct and queue) and provides support via telephone, email and other sources to customers and agency partners.
- Answer questions and inquiries, troubleshoots problems, provides information and resources as appropriate.
- Investigates customer questions and complaints, determines causes and resolves complaints / provides solutions in a timely manner.
- Follows escalation path for complex concerns and issues. Refers inquiries and unresolved issues to the appropriate contact as needed.
- Maintains accurate record keeping and ensures integrity of data for the customer contact program.
- Prepares and runs customer care reports for insureds, agents, and underwriting, may audit reports as a quality control measure.
- Serves as the Customer Care liaison for assigned department.
- Provides agents / customers training and explains ICW Group's processes as needed.
Reports regular feedback to management and team.
WHAT YOU WILL BRING TO THE ROLE
KNOWLEDGE AND SKILLS
COMPENSATION
The hourly range listed for this position, $21.4626 to $33.8448, is exclusive of fringe benefits and potential bonuses. If hired at ICW Group, your final base salary compensation will be determined by factors such as skills, experience and / or education. In addition, we believe in the importance of pay equity and consider internal equity of our current team members as part of any final offer. We typically do not hire at the maximum of the range in order to allow for future and continued salary growth. We also offer a substantial benefits package outlined below.
WHY JOIN ICW GROUP?
ICW Group is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer. ICW Group will not discriminate against an applicant or employee on the basis of race, color, religion, national origin, ancestry, sex / gender, age, physical or mental disability, military or veteran status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other characteristic protected by applicable federal, state or local law.
LI-DS1
LI-Hybrid
The current range for this position is
22.54 - $35.54
This range is exclusive of fringe benefits and potential bonuses. If hired at ICW Group, your final base salary compensation will be determined by factors unique to each candidate, including experience, education and the location of the role and considers employees performing substantially similar work.
WHY JOIN ICW GROUP?
ICW Group is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer. ICW Group will not discriminate against an applicant or employee on the basis of race, color, religion, national origin, ancestry, sex / gender, age, physical or mental disability, military or veteran status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other characteristic protected by applicable federal, state or local law.
Salary : $23 - $36
