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Customer Solutions Specialist I in Jacksonville, FL at One Call

Date: 11/8/2018

Job Snapshot

Job Description

Customer Solutions Specialist I

Serves as a process improvement liaison to the customer service team, provides resolutions to service issues and customer complaints. 

GENERAL DUTIES & RESPONSIBILITIES:

• Serves as primary point of contact for internal and external clients and various departments/divisions to resolve outstanding issues, comply with customer requests, and respond to client inquiries
• Provides support in research and resolution of problems and inquiries
• Interfaces with clients to determine present and future needs and discusses progress toward solutions
• Keeps abreast of new products/services and changes to existing products/services
• Maintains comprehensive knowledge of applicable products, services, and company policies and procedures
• Identifies additional opportunities to provide more products, services or other resources to customer and refers to managing director/relationship manager
• Improve success ratio by driving accountability with our internal resources and our provider network
• The ability to identify trends & analyze data and provide recommendations based on customer needs & expectations
• Provides information in a timely manner, participating in follow-up discussions and developing action plans to address any negative comments
• Other related duties are assigned as needed

EDUCATIONAL REQUIREMENTS:

A high school diploma or GED is required for this role. Bachelor’s degree in Business or related field or the equivalent combination of education, training, and work experience is preferred.

GENERAL KNOWLEDGE, SKILLS & ABILITIES:

• Communicates ideas both verbally and in written form in a clear, concise, and professional manner
• Requires working knowledge of OCCM  products/services as well as general insurance operations and procedures
• Ability to understand and apply concepts
• Ability to handle projects commensurate with job expectations
• Requires excellent presentation, writing, organizational, analytical, and problem solving skills
• Requires human relations, negotiation and documentation skills
• Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally
• Flexibility, versatility, dependability

PHYSICAL/EMOTIONAL DEMANDS & WORK ENVIRONMENTS:

• For roles located in office or home settings; this job is primarily sedentary and may involve repetitive motions; the employee is regularly required to sit, use hands and fingers, speak, and hear
• For roles located in the field; this job is primarily active; the employee is regularly mobile and must be able to utilize transportation (such as driving), sit, use hands and fingers, speak, and hear
• The employee is occasionally required to stand, walk, and lift objects (up to 10 lbs. weight; up to 4 ft. height).
• Specific vision abilities required by this job include ability to see things from a close distance and ability to adjust focus
• The work environment utilizes florescent lighting; noise level is moderate
• The emotional demand of the job may cause undue stress from, but not limited to, moderate/heavy workload
• Reasonable accommodations will be individually assessed and possibly made to enable individuals with disabilities to perform the essential functions of the position
• Please be advised the job description is subject to change at any time


Customer Solutions Specialist 

Entry level professional role. Decisions are made within established policies and standard practices. Learns to use professional concepts. Applies company policies and procedures to resolve routine issues. Has introductory knowledge of company products and services and is assigned to lower-complexity clients. Normally receives detailed instructions on all work. Typically has up to1- 2 years Workers compensation industry experience. Customer service or client management experience – a plus.

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