Customer Service Representative - Appraisers

This position is for a Client Service Center Representative who will be responsible for providing excellent customer service and support to our clients. The job duties include answering incoming customer calls, responding to client calls for new business or complaints, handling first level file escalations for all clients, and completing invoicing in 3rd party client portals. The successful candidate must have strong customer service skills and be able to work in a fast-paced environment. They must also have excellent problem-solving and communication skills, which are transferable to cross-departmental or promotional positions.

Essential Functions (Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.)

• Provide first contact support to resolve client complaints, determines expectations to recommend specific solutions; if further assistance is required or necessary, contacts appropriate management team member for final resolution.
• Handle client-related matters timely via a ticket tracking platform and following up with the client, as necessary via phone and/or email.
• Screen new clients for general information, markets Alacrity’s services, and provides a single point of contact for clients with special needs and provides individualized communication, dispatching and electronic tracking services.
• Review incoming appraisal requests and ensures that they are delivered to the appropriate franchise or corporate store office, while ensuring that time cycles and accuracy are respected.
• Keep ahead of product and service knowledge
• Complete invoicing in third party client portals
• Provide first level escalations to provide solution-based statuses for all clients.
• Regular and reliable attendance is an essential function of this position.

Competencies

• Excellent Communication Skills: Ability to provide clear, concise, and accurate communication with customers and other representatives.
• Problem Solving: Ability to identify customer needs and provide an appropriate solution.
• Time Management: Ability to manage multiple tasks and prioritize customer needs in a timely manner.
• Professionalism: Demonstrating respect and courtesy to customers, while remaining professional in all interactions.
• Adaptability: Ability to adjust to changes in customer requests, policies, and procedures.
• Data Entry: Proficiency in entering data into company software and 3rd party client portals.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• This role is intended to be remote.

Physical & Mental 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.

• The employee must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close, distance and peripheral vision, depth perception and the ability to adjust focus.
• While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk and use hands to handle or feel.

Travel Required

• N/A

Required Education and Experience

• Proficiency in general office software, particularly the Microsoft Office Suite, Smartsheet, Client Relation Manager (CRM), Internet software and Contact Management systems is required.

Preferred Education and Experience

• Associates degree or equivalent from a two-year college or technical school; or two years or more related experience and/or training; or equivalent combination of education and experience (highly preferred).
• Insurance industry and/or call center experience (highly preferred)

Additional Eligibility Requirements

• N/A

Affirmative Action/EEO Statement
Alacrity Solutions is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This policy applies to all employment pr…