Position Title: Customer Service Representative
Department: Operations
Reports To:
Customer Service, Team Lead
Job Type: Full-Time, Hourly
Location: Remote
Hours: 11a - 8p EST
Overview
We are looking for a friendly Customer Service Representative to handle customer questions, escalations, and be able to walk customers through basic troubleshooting or setup processes. This an entry level role for Customer Service and Technical Support focused individuals.
The Customer Service team assists insureds, individuals, service providers, and adjusters with claim payments processed by One Inc. To do well in this role, you need to be a people-person who is detail oriented and possesses a strong interest in exceeding expectations.
Key Responsibilities
- Maintain a positive, empathetic, and professional attitude toward customers, always.
- Respond promptly to customer inquiries.
- Communicate with customers through various channels (i.e., phone, email, chat, etc.).
- Resolve customer complaints and de-escalate situations or escalate to team lead or Manager and/or other internal resources necessary.
- Knowledgeable in our products and services.
- Keep records of customer interactions, transactions, comments, and complaints.
- Communicate and coordinate with colleagues as necessary.
- Providing feedback on the efficiency of the customer service process.
- Ensure customer satisfaction and provide professional support.
Skills & Abilities
- You have good computer skills
- Excellent customer service and people skills
- Strong organization skills
- You are described as decisive, collaborative, flexible, accommodating, supportive, able to prioritize quickly, and not easily flustered
- Experience with Word, Excel, and Outlook preferred
- Possess excellent written and verbal communication skills
- You are detail orientated and are able to follow instructions accurately
Education & Experience
- Associate degree OR 2+ years relevant experience
- Call center experience
- Proven remote work experience
- Insurance experience is preferred
- Payments experience is preferred
Desired Traits
- Growth Mindset, Problem Solver, Demonstrates Ethical Behavior, Leverages Resources, Strong Drive, True Team Player, Supportive & Adaptable to Change, Commitment to Personal & Professional Development
Physical Demands
The conditions herein 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 job functions.
Environment
Standard indoor office setting; exposure to computer screens
Physical
Requires repetitive motion. Substantial movements/motions of the wrists, hands, and/or fingers. Sufficient mobility to work in an office setting; stand or sit for prolonged periods of time; operate office equipment including use of a computer keyboard, mouse, scanner and other tools as needed
Vision
See in the normal vision range with or without correction; vision sufficient to read computer screens and printed documents
Hearing
Ability to hear in the normal audio range with or without corrections
Company Profile
At One Inc, we empower insurers to meet policyholder expectations with choice, control, convenience, and continuity. Our mission is simple: to make every payment a promise kept.
The One Inc Insurance Payments Network seamlessly integrates multi-channel digital communications with inbound payment processing and outbound disbursement, delivering a frictionless experience for both premiums and claim payments. With over $120 billion in annual payments volume, we are proud to serve more than 300 insurance carriers, helping them honor their commitments instantly and securely.
Headquartered in Folsom, CA, One Inc offers competitive salaries, comprehensive benefits — including medical, dental, and vision insurance — a 401(k) plan, and a strong commitment to work-life balance. We believe in growing from within, promoting opportunities for career advancement across our team of 1,200+ dedicated "Onesters."
Join us in building the infrastructure that fulfills the promise of insurance.
One Inc is an equal opportunity employer and complies with all EEOC legislation in each jurisdiction it operates in.