[Remote] Customer Support Representative

Note: The job is a remote job and is open to candidates in USA. Altimeter Solutions Group is a provider of managed repair services for the property insurance industry. The Customer Support Representative provides customer service and claims assistance to carriers, contractors, policyholders, and service providers while managing claim-related tasks, timelines, and stakeholders.

Responsibilities

• Regular and reliable attendance is an essential function of this position
• Act as a liaison, provide guidance, answer questions, and resolve any emerging problems that our customers might face with accuracy and efficiency
• Proactively ensure contractor compliance with standards set forth in best practices
• Review insurance claim assignments within assigned territory to ensure contractor compliance with standards set forth in best practices
• Handle incoming and outgoing phone calls and email in a timely manner
• Identify customers’ needs, clarify information, research every issue, and provide solutions
• Communicate with Regional Field Managers and external Clients regarding outstanding issues related to claims and contractors in their assigned areas
• Train contractors and adjusters on all Altimeter products as needed
• Provide contractor technical troubleshooting and/or support on respective software programs including assistance with password difficulties
• Assist with catastrophe events as needed
• Perform other duties as assigned

Skills

• High school diploma required
• Two years of Customer Service experience
• Basic computer and keyboarding skills, including Microsoft Word, Excel, and Outlook
• Must be able to work in both a team environment and autonomously
• Self-motivated and independently able to prioritize tasks and resolve issues
• Bachelor's degree (BA/BS) preferred
• Insurance industry or construction experience strongly preferred
• Previous experience working with general contractors/vendors is a plus
• Intermediate to advanced computer skills
• Strong interpersonal skills and demonstrated ability to work effectively with business leadership
• Problem solving skills, including issue resolution and positioning
• Multi-channel communication and support experience including instant messaging, email, and phone calls with customers
• Ability to stay organized while managing multiple priorities
• Knowledge of web browsers – Internet Explorer, Google Chrome, and Mozilla Firefox
• Knowledge of Claims Management Systems a plus

Benefits

• This is a remote position.

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