Customer Service Coordinator Job at Alpine Intel
Alpine Intel is dedicated to innovation across a broad range of property insurance intelligence – helping our customers reach peak performance throughout the policy life cycle. Through our operating brands, Donan, HVACi, and StrikeCheck, we are respected as the industry leader for our scale and our track record of conducting expert, specialized, and accurate investigations. Headquartered in Charlotte, North Carolina, and Louisville, Kentucky, our team of experienced professionals provides high-quality solutions nationwide. Alpine Intel is looking for bright candidates with a passion for problem solving to join our growing team.
Alpine Intel. Decide Right.
Position Summary:
The primary responsibility for a claims coordinator is to provide the highest level of service and support to Alpine Intel customers. The claims coordinator works to facilitate and own the journey of investigation assignments from initiation to delivery. This includes gathering accurate assignment information from a variety of external and internal sources, entry of client and assignment information, answering questions and providing current and accurate information around the company’s service capabilities and project status requests, scheduling investigations for the field Operations team, monitoring the progress of the assignments through the lifecycle, resolving issues that prevent the assignment from moving to the next project phase, and sending the completed assignment documents to clients.
FLSA Status: Hourly/Non-Exempt
Remote Work Classification: In Office (Not Eligible)
Duties and Responsibilities:
- Answer inbound calls daily and be attentive in addressing each individual claim.
- Schedule and coordinate assessments daily with technicians and end-users.
- Work on all assigned claims at least twice a day until completed by making outbound calls daily and/or sending emails.
- Be detailed in all notations to properly communicate to the team.
- Ensure the accuracy and completeness of all claim information.
- Interface with insurance adjusters to provide regular updates on assessment progress.
- Produce a three-day turn-around-time per claim to ensure absolute customer satisfaction.
- Handle or field end-user customer service escalations, as required.
- Build and maintain relationships with the assessing technicians.
- Provide timely internal progress reports to the CCG IQ Management Team.
- Perform other duties as assigned.
Position Requirements:
- Must be detail oriented with the ability to handle multiple tasks simultaneously.
- Ability to apply critical-thinking, problem-solving, and decision-making in order to prioritize workload and proactively prevent problems
- Must be adaptable with the aptitude and willingness to learn new skills and techniques.
- Must be extremely well organized with the ability to deliver fast and accurate turnaround times.
- Excellent written and verbal communication skills.
- Must be team oriented and enjoy service-oriented work.
- Demonstrate adaptability and flexibility, and perform additional tasks as needed.
- Must have superior customer service skills.
- Must have excellent overall computer skills.
- Must meet or exceed company aptitude standards regarding overall computer and technical proficiency.
- Must conduct business in an honest and ethical fashion at all times.
Physical Requirements:
- Works in an office environment and uses a computer, telephone and other office equipment as needed to perform duties.
- Noise level in the work environment is typical of that of an office.
- Incumbent may encounter frequent interruptions throughout the workday.
- Regularly required to sit, talk, or hear; frequently required to use repetitive hand motion, handle or feel, and to stand, walk, reach, bend or lift up to 50 pounds.
Benefits
- Paid time off and paid company holidays
- Medical, Vision, and Dental insurance
- Paid Parental Leave
- 401(K) matching program
- Company contribution to Health Savings Account (HSA)
- Casual work environment
- Employee referral program
- Company sponsored events
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