Customer Service Representative

Day to Day:

A client in Fort Worth, TX is looking for a Customer Service Representative for the Exceptions/Impounds Team taking inbound and making outbound calls as well as working out of outlook for claims and insurance/impound lots. Some of the responsibilities include:



* Negotiating pickup costs from impound lots

* Responding to request and questions via email and phone from; lawyers, impound lots, families, direct clients, dealerships

* Discussing rates and payments from body shops

* Handling very time sensitive information regarding leans on vehicles

* Gathering data related to claims and insurance requests.







Further Detail if you want to dive right in.



The Exceptions Team is responsible for resolving accounts that have been removed from the general work queue due to circumstances that include the following:

* The vehicle endured damages or is deemed a total loss by the insurance company

* Application of the Deceased Do Not Pursue program

* Customer meets criteria for Servicemembers Service Relief Act

* The account is in litigation status



Responsibilities

* Answer inbound calls from insurance companies, customers, and representatives for deceased customers. Inform callers of required information or actions needed based on individual account circumstances.

o Actions to fulfill insurance claims

o Steps for the caller to have the Deceased Do Not Pursue (DNP) program applied to the account

o Needed items for a qualified servicemember to have the SCRA benefits applied to the account

* Make outbound calls as needed to follow up on open matters to resolve exception issues

* Process manual and system actions to resolve exception matters (including sending documents to contact persons, and sending requests to terminate accounts)

* Monitor and resolve a queue of accounts with various exception conditions

* HS diploma

* 1-2 years' experience in Customer Service

* Comfortable with take 50-80+ inbound/outbound calls

* Very strong communications skills (written and verbal > negotiating with shops and requesting info from insurance and legal firms.

* Must be able to multitask between multiple systems while engaging on customer calls

* Microsoft outlook and computer proficient. Outlook is very important!

* Have the ability to provide empathy on customer calls for a deceased customer's family

* Must have a high sense of urgency

* Must be detailed oriented

Plusses:

* Bachelor's Degree

* Call center experience

* Automotive experience

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.